Supervisor, MYHR (Finance)

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

UC Health is committed to providing an inclusive, equitable and diverse place of employment.

The MYHR Supervisor will be responsible for managing a team of HR Call Center representatives who respond to employee inquiries via calls, emails, and self-service tickets. This role will manage hiring, training, coaching and upskilling this team as well as tracking performance metrics and overseeing quality assurance. The MYHR Supervisor will be the liaison between the HR Centers of Excellence and the HR Call Center team to streamline processes, take on administrative projects and deliver a more consistent experience for the employee.Minimum Required: Associate's Degree - Business or Human Resources or Related. Preferred: Bachelor's Degree - Business or Human Resources or Related. | LICENSE & CERTIFICATION: None. | Minimum Required: 3 - 5 Years equivalent experience.People Leadership:
• Hire, train, and coach MYHR representatives on a daily basis to ensure the highest customer service quality.
• Establish and monitor guidelines for call center metrics including Service Level Agreements, Time Management, and First Call Resolution.
• Conduct regular audits of calls and service requests to identify areas for improvement and recommend additional training for corrective action.
• Serve as the primary point of contact for escalations and sensitive employee inquiries.

HR Policies & Processes:
• Develop, review, and update Standard of Procedures for MYHR team. Centralize resources for representatives to reference and ensure information is regularly updated.
• Partner with HR Centers of Excellence on administrative projects for execution by MYHR representatives.
• Support the HR Operations Partners in execution of HR, Benefits, and Talent administration.
• Collaborate with key stakeholders outside of HR (i.e. Payroll, IT, etc.) to streamline communication and provide consistent employee experience.

Data Analytics & Product Management:
• Develop and maintain key call center metrics to track progress and highlight areas of improvement.
• Manage the HR Helpdesk ticketing system and collaborate with HRIS team on improvements or updates to the module.
• Regularly present to HR leaders on Call Center productivity and progress against key metrics.

Other Duties as AssignedPeople Leadership:
• Hire, train, and coach MYHR representatives on a daily basis to ensure the highest customer service quality.
• Establish and monitor guidelines for call center metrics including Service Level Agreements, Time Management, and First Call Resolution.
• Conduct regular audits of calls and service requests to identify areas for improvement and recommend additional training for corrective action.
• Serve as the primary point of contact for escalations and sensitive employee inquiries.

HR Policies & Processes:
• Develop, review, and update Standard of Procedures for MYHR team. Centralize resources for representatives to reference and ensure information is regularly updated.
• Partner with HR Centers of Excellence on administrative projects for execution by MYHR representatives.
• Support the HR Operations Partners in execution of HR, Benefits, and Talent administration.
• Collaborate with key stakeholders outside of HR (i.e. Payroll, IT, etc.) to streamline communication and provide consistent employee experience.

Data Analytics & Product Management:
• Develop and maintain key call center metrics to track progress and highlight areas of improvement.
• Manage the HR Helpdesk ticketing system and collaborate with HRIS team on improvements or updates to the module.
• Regularly present to HR leaders on Call Center productivity and progress against key metrics.

Other Duties as Assigned