HR Employee Service Center Manager
The Toro Company

Job Info

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The HR team at The Toro Company is growing! We are looking for a manager of a call center/customer service center, or HR service center to help us lead our recently implemented centralized model.

Job Overview:

Responsible for partnering with HR Services, HR Leaders, and Centers of Excellence to design, develop and implement scalable processes and solutions that ensure an excellent customer experience.

Job Duties & Responsibilities:

• Lead Employee Service Center, with day to day management of the operations, partner to enact process improvements, and implement and monitor initiatives to improve ticket handling that enhance customer experience.
  
• Partner with Sr. Manager, HR Operations to develop long term strategy model to deliver world-class customer service which includes the plan and tools that will be used to capture and evaluate requests to transition work into the Employee Service Center.
  
• Maintain professional and technical knowledge by tracking emerging trends, attending educational workshops, reviewing professional publications, establishing networks, and benchmark against world class providers of Employee Services.
  
• Leverage data for staffing and resource allocation decisions. Hire and retain highly effective team members. Articulate common goals and communicate how individual roles contribute to team success. Develop SMEs and create career paths.
  
• Drive continuous improvement, ongoing innovations, best practices and standardization. Set priorities and direction. Maintain systems and processes that effectively monitor staff activity and performance to ensure productivity and quality standards are met.
  
• Leverage data analytics/metrics to identify trends. Partner with Sr Manager, HR Operations, HR Leaders, and HR COES for proactive interventions. Develop Key Performance Indicators. Prepare and present reports and presentations for leadership.
  
• Build and maintain positive relationships, interacting effectively with all levels of the organization. Actively seek and respond to feedback from customers.
  

Job Qualifications:

• Bachelor's degree in Human Resources, Business, Information Technology, or related field required
  
• 8 years of Call Center / Customer Service Experience required
  
• 2-3+ years of direct people management experience required
  
• Prior case management system / ticketing system experience required
  
• Change management / leadership
  
• Customer focused and drive for results
  
• Strategic / Organizational agility
  
• Excellent written and verbal communication skills
  
• Proven ability to work with multiple cultures / functions; as well as within unstructured / remote work environments
  

We are proud to be an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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