"Associate Director Support Service CTR"

Position Summary

Rutgers, The State University of New Jersey is seeking a Associate Director Support Service CTR for the University Human Resources (UHR) Service Center team. Reporting to the Director of Support Service Center (R-PATH), the Associate Director provides leadership and advanced support to Tier 1 and Tier 2 agents, within the service center, addressing escalated, complex, or specialized HR and Payroll inquiries. The Associate Director serves as the second in command and is responsible for leading and managing service center day-to-day activities, in addition to continuous assessment of staff performance, training, development and process improvements. This role plays a critical part in shaping service delivery, refining case resolution pathways, enhancing team capabilities, and contributing to a responsive and reliable user experience across the university. The Associate Director also supports the Director of the HCM Cloud Support Service Center in executing strategic initiatives and aligning Tier 1 and Tier 2 operations with broader service center goals.

Key Duties

Strategic Leadership & Service Oversight

• Leads and directly supervises tiered teams of support specialists responsible for resolving advanced HR and payroll inquiries, overseeing the daily workflow of the department.
• Provides overall prioritization of work assignments and management of teams' resources and their activities including succession planning.
• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.

Customer Support & Inquiry Resolution

• Resolves complex HR, Payroll, and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
• Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
• Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries.

Collaboration

• Develops and refines escalation protocols, collaborating closely with all tier support teams and technical support teams.
• Leads joint initiatives with the internal Service Center Managers to streamline processes, reduce handoffs, and improve agent efficiency.
• Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring issues.
• Fosters and maintains positive relationships with UHR Colleagues, HR constituents and customer base; serves as an interface between internal/external customers and functional team members to ensure effective definition of and delivery of Service Center services and support.

Reporting & Continuous Improvement

• Maintains awareness of plans for HR system updates, implementation and the potential impact of those plans on current and future functionality of the HR system, processes and procedures.
• Tracks and analyzes case metrics, resolution times, and escalation patterns.
• Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
• Presents insights and recommendations to senior leadership through reports and dashboards to highlight team performance and inform operational decisions.
• Enhances users' experience with AI-enabled tools, ensuring intuitive and efficient interactions that drive user satisfaction and productivity.
• Reviews service center dashboards and reporting metrics to drive data-informed decision making and ensure KPIs and SLAs are met.

Additional Duties

• Partner with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Minimum Education and Experience

Bachelor's degree preferably in business administration, human resources, or a closely related field and at least 6 years of experience in a customer service or shared services environment, preferably in HR or payroll or an equivalent combination of education and/or experience.

Equipment Utilized

Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.

Salary

Minimum is $108,670

Posting Number

25ST2401