The Supervisor of Shared Services is responsible for operational oversight of one or more functional areas (Benefits, Leave, Payroll, , Workforce Administration or Onboarding and Compliance) in the Shared Service Center (SSC). Partners with SSC leadership to ensure that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are at or above standards and constantly striving to improve quality and customer experience.
ESSENTIAL FUNCTIONS OF THE ROLE
Supervises teams tasked with the intake and resolution of inquiries specific to PeoplePlace data transactions. Assigns, prioritizes and monitors the daily activities of the team, assuring proper alignment of resources and skillsets for the demand.
Performs daily review of open cases to ensure requests are being assigned, resolved and closed in a correct and timely manner.
Monitors incoming calls for assigned staff to ensure compliance, track performance, monitor trends, provide feedback and improve quality. Seeks additional opportunities to improve the quality, efficiency and effectiveness of the work in the SSC operations.
Contributes to the performance of system testing prior to go-live changes.
Develops, coaches and mentors assigned team to build a high-performance culture. Sets goals and facilitates growth and development to meet individual employee career goals, motivational needs and organizational opportunities.
Collaborates with the manager in the hiring, terminating, promoting or demoting of team members, ensuring effective use of established company policies and practices.
Collaborates with training personnel in the development and maintenance of standard operating procedures.
Participates in developing, monitoring and publishing outcomes towards SLAs and KPIs.
Knowledge of call center telephony and technology.
Proficient in the use of the computer and the use of Microsoft O365 applications.
Excellent interpersonal, verbal and written communications skills.
Must be detail oriented, self-starter and highly motivated to create a culture of Excellence.
Ability to set goals and achieve goals on time.
Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!