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ESC Training Manager
Location: Chicago, Illinois
Hospital: Rush University Medical Center
Department: Employee Service Center
Work Type: Full Time
Work Schedule: 8 Hr (8:30 AM - 5:00PM)
Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).
Pay Range: $32.00 - $46.44 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush’s anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case. This role has a corresponding incentive plan based on multiple factors. incentive compensation and additional benefits can be found on our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits)
Summary:
Assists the Director, Employee Service Center in development and execution of the quality and training program for the Employee Service Center (ESC). Monitors and analyzes all aspects of ESC operations that impact quality and customer service. In collaboration with Centers of Expertise leaders, develops and implements efficient and effective quality improvement solutions and processes, a training program, provides coaching, recommendations, guidelines, and criteria to the Service Center teams to ensure established standards are consistently met and customers receive accurate, timely and courteous service. Exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.
Required Job Qualifications:
- Must possess a comprehensive knowledge of Human Resources, benefits administration, contact/service center operations, quality control and process/performance improvement, as normally obtained through a bachelor’s degree in human resources, Business Administration or a related field.
- Must possess a comprehensive knowledge of HR processes with an understanding of the downstream impact of transactions to benefits, pay, and other areas. Must be able to identify when information appears out of alignment or incorrect.
- Four (4) years of experience in a fast-paced customer-focused shared services environment with the focus on HR business process design, quality control, performance improvement and training. An equivalent combination of education and experience will be considered.
- Strong analytical, problem solving and integrated reasoning skills are required. Experience reporting on and analyzing data utilizing relevant software programs (e.g., Microsoft Excel and Tableau).
- Proficient knowledge of one or more HRIS.
- Ability to multi-task and manage competing priorities.
- Demonstrated decision making skills.
- Excellent communication skills, including strong listening comprehension, verbal, and written skills.
- Must have excellent human relations, interpersonal and conflict resolution skills.
- Proficiency with Microsoft Office Suite, including advanced features in Microsoft Excel.
- Ability to work independently with minimal supervision while organizing and prioritizing workload.
- Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced team environment.
- Must have demonstrated an ability to function well under stress, correspond with others clearly, and be self-motivated and capable of managing multiple tasks.
Preferred Job Qualifications:
- Some knowledge and experience in formal process and performance improvement methodologies (i.e. Lean, Six Sigma, etc.).
- A PHR or SHRM-CP certification.
- Familiarity with Lawson/Infor HCM.
Physical Demands:
Competencies:
Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.
- Assists the Director, ESC in development, implementation and management of a quality review program that monitors and evaluates the quality of inbound and/or outbound communications through all channels for accuracy and adherence to quality and customer service standards.
- Identifies and documents quality issues and performance measures for management review.
- Reports quality performance to leadership on a recurring basis.
- Utilizes outcomes of the quality reports to ensure ongoing process improvement.
- Identifies department's training and development needs in partnership with the ESC Leaders to develop training plans and to identify future learning goals and objectives.
- Leads continuous improvement projects and initiatives across the ESC.
- Conducts quality audits within ESC, provides coaching, recommendations, guidelines, and develops short- and long-term solutions to ensure ESC meets SLAs and deliver accurate, timely and courteous customer service.
- Maintains a working knowledge of applicable Federal, State and local laws/regulations, the Rush Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
- Assists in recruiting, interviewing, onboarding, training, coaching and mentoring ESC agents.
- Builds and maintains productive working relationships across interdepartmental boundaries.
- Works with and protects sensitive HR data in alignment with established service center processes and standards.
- Promotes a healthy work environment by role modeling positive team dynamics and actively participating in team events.
- Performs any other related duties as required or assigned.
Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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