"Tier 1 Service Center Manager"

Position Summary

Rutgers, The State University of New Jersey is seeking a Tier 1 Service Center Manager for the HCM Cloud Support Service Center. This position is responsible for managing daily operations, ensuring high-quality service delivery, and coaching Tier 1 agents who assist university employees with HR and payroll-related inquiries. The manager works collaboratively with knowledge specialists, technical support teams, and university stakeholders to ensure accurate, timely, and customer-focused resolution of Tier 1 cases.

Among the key duties of the position are the following:

Team Management & Service Oversight

• Oversees the HR Service Center team, providing guidance, support, and performance management.
• Supervises day-to-day activities of Tier 1 agents, ensuring effective coverage and timely resolution of HCM-related inquiries.
• Provides coaching, training, and quality assurance to maintain a high standard of service and support.
• Monitors support queues, assigns cases appropriately, and manages workload distribution across the team.

Customer Support & Inquiry Resolution

• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 2 or Tier 3 teams.
• Collaborates with HR and Payroll functional experts to resolve 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.

Knowledge and Training Alignment

• Partners with Knowledge Specialists to ensure agents have access to up-to-date job aids and resolution pathways.
• Recommends updates to knowledge content based on frontline feedback and recurring issues.

Performance Monitoring & Reporting

• Tracks Tier 1 performance metrics, including resolution rates, response time, and customer satisfaction.
• Produces regular reports and dashboards to assess Tier 1 service center support performance.
• Collaborates with leadership to define and refine KPIs aligned with the HCM Cloud Support Service Center.

Collaboration & Continuous Improvement

• Handles process improvement, identifying opportunities to improve HR processes, streamline workflows, and enhance the employee experience.
• Works closely with HR, Payroll, and IT teams to ensure consistency in issue resolution and alignment on support workflows.
• Participates in service design discussions and platform enhancement planning to represent Tier 1 needs.
• Partners with the Tier 2 Service Center Manager 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 Tier 1 issues.
• Handles Reporting and analytics; Tracking key HR metrics and providing insights to improve HR operations.

Additional Duties including, but not limited to the following:

• Partners 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 in a closely related field.
• At least five (5) years of experience in a customer service or shared services environment, preferably in HR or payroll.

Equipment Utilized:

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

Salary:

$82,166.

Posting Number:

25ST2394