Vice President/Personnel Center Manager
Charlotte, Nc, Us
• Managed the day-to-day operation of the Personnel Call Center, including servicing, staffing, performance, and budget, encompassing a staff of 80 exempt and non-exempt associates supporting 4 functions including: HR policies/procedures/products, Leave of Absence Servicing and Processing, Benefits Servicing, and Fulfillment.• Provided subject-matter expertise to project team on current state call center servicing including tools and processes.• Ensured associate morale and retention while balancing business needs and meeting or exceeding quality and timeliness service level agreements in all queues.• Ensured call center service delivery best practices across three Human Resources call center sites covering varied disciplines and uniting different cultural perspectives. • Responsible for designing, developing, implementing and leading the transition of business from internal call center servicing to third party vendors within defined budget and timeline.