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Form of workPOSITION SUMMARY:
The AVP Human Resources Service Center is responsible for overseeing the effective operations of the Service Center current operations and expanded scope, providing support to LifePoint facilities across the country. The AVP Human Resources Service Center leads a team of HR Specialists in the delivery of high quality services to the company's hospitals and employees; with responsibility for developing and executing human resources transactional services and meeting service level metrics.
ESSENTIAL FUNCTIONS:
- Develop short and long-term business and strategic plans and organizational structure within the HR Service Center
- Partner with HR and Company leaders to ensure the Service Center is aligned with company goals and strategic priorities
- Direct day to day operations of the Service Center Specialists (SCS) team to ensure they meet and exceed established goals and service level agreements; provide appropriate corrective action
- Ensure proper recruitment, training, staffing and technology to handle ticket volume and contractual requirements
- Analyze HR Service Center data, provide reports on business trends, and partners with HR Business Partner and Centers of Excellence to determine root cause and identify improvement actions
- Partner with various HR professionals at multiple locations to ensure processes are followed
- Prepare, develop and analyze reports, collect and analyze data to improve the process and results
- Regular and reliable attendance.
- Perform other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education:
- Bachelor's degree or similar work experience required
- Master's degree preferred
- PHR or SPHR certification preferred
EXPERIENCE:
- A minimum of 10 years of HR experience required, including leadership responsibilities and multi-site experience; call center experience preferred
- 5 years of Service Center management experience is ideal
- Strong ability to develop spreadsheets and reports to analyze service benchmarks; Experience with budgeting and scheduling preferred
- Exceptional customer service, accountability, problem solving, and conflict resolution skills; strong ability to multi task and remain calm under pressure
- Experience utilizing HRIS, payroll and applicant tracking systems, preferably Lawson and Taleo
