"Tier 2 Service Center Manager"

Position Summary:

Rutgers, The State University of New Jersey, is seeking a Tier 2 Service Center Manager for the Human Capital Management.

The Tier 2 Service Center Manager at Rutgers University leads a team of advanced support agents within the HCM Cloud Support Service Center, addressing escalated, complex, or specialized HR and Payroll inquiries. As the second line of support, this team acts as the bridge between Tier 1 agents, functional experts, and technical constituents. The manager ensures timely case resolution, promotes cross-functional knowledge sharing, and drives continuous service improvement aligned with Rutgers' Oracle Cloud environment.

This role plays a critical part in refining case resolution pathways, enhancing team capabilities, and contributing to a responsive and reliable user experience across the university.

Among the key duties of this position are the following:

Team Management & Service Oversight

• Oversees the HR Service Center team, providing guidance, support, and performance management.
• Manages Tier 2 support specialists responsible for resolving advanced HR and payroll inquiries.
• Oversees case queues, prioritizes escalations, and assigns cases based on issue type and team expertise, ensuring balanced workload distribution across the team.
• Provides subject matter expertise to ensure accurate handling of inquiries that require policy interpretation, system troubleshooting, exception processing.
• Coaches and develops team members to deepen their technical and functional expertise within HCM Cloud Modules.

Customer Support & Inquiry Resolution

• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.
• 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

• Serves as a liaison to HR, Payroll, IT, and knowledge management teams to ensure that Tier 2 support reflects current processes, systems and policies.
• Develops and refines escalation protocols, collaborating closely with Tier 1, Tier 3, and technical support teams.
• Partners with the Tier 1 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 2 issues.

Reporting & Continuous Improvement

• Processes improvement.
• Identifies opportunities to improve HR processes, streamline workflows, and enhance the employee experience.
• Tracks and analyzes Tier 2 case metrics, resolution times, and escalation patterns.
• Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
• Reports and analytics.
• Tracks key HR metrics and providing insights to improve HR operations.
• Develops reports and dashboards to highlight Tier 2's performance and inform operational decisions.

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.
• 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.