Leads and manages the Employee Service Center team to include training and conducting performance evaluation;

Develops strategic goals, provides strong leadership and direction to ensure the Employee Service Center supports the employment lifecycle and division recruitment and retention goals;

Creates a viable call center and triage protocol; Improve call center capacity by designing and implementing required on-going training for staff within the division;

Gathers data, chart and analyze escalations root causes and develop plans for process improvements and eliminate issues;

Develops and  implements  best practices, processes and procedures through on-going evaluation of existing policies and procedures to ensure efficient service and call center operations;

Conducts customer service delivery assessments, tracks quality data and prepares reports with recommendations for quality and process improvements; 

Provides expertise, coaching, advice and guides the resolution of issues escalated by staff;

Research and develop procedures and resource alternatives to improve services and productivity;

Achieve industry leading call center metrics;

Provides oversight and supervises the workflow of the Employee Services team and Background unit to include managing the day to day operations of the center;

Oversees and coordinates all facets of the day-to-day services and operations, ensuring compliance with district, local, state and federal policies, procedures and regulations;

Collaborates with multiple departments (i.e. Information Technology, Payroll, Benefits, Absence Management, etc.) and provides subject matter expertise, feedback and customer service reports to division staff to ensure continual improvement and growth in all service delivery areas; Instills a climate of continuous process improvements and customer focus;

Provides oversight and coordinates onboarding and applicant support services ensuring a seamless transition to assignments once hired;  Coordinates the integration of the Background Unit services and monitors for process improvements;

Provides human capital metrics and analytics for respective functional area to senior leadership and functional areas to enable fact-based decision making;

Interfaces with technology staff on information systems issues related to human resources;

Utilizes all human resource information technology and adapts to new technologies quickly; 

Utilizes data to make informed decisions and support principals/managers in human capital and talent management; and

Performs other duties as assigned.