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Handbook Supervisor

Description
Directly supervises and develops Handbook Services personnel. Ensures that quality service is provided to clients in an accurate and timely manner by managing day-to-day work flow.
Supervises Handbook Services personnel in all aspects of Handbook product service; monitors work flow using key indicators to ensure that deadlines and accuracy requirements are met.
Provides departmental and technical expertise to resolve internal, field office, and client issues; ensures that quality service is provided to both the field offices and clients. Addresses customer complaints and recommends corrective action.
Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
Represents the department on teams and projects. Ensures that actions of the team are met and aligned with departmental goals.
Monitors quantitative call center statistics, including service level to make adjustments to telephone coverage staffing as necessary. Generates, evaluates, and distributes individual and team reports.
Monitors telephone calls to observe employee demeanor, technical accuracy, and conformity to company policies to make recommendations for improvement if necessary.
Makes recommendations to HRS Managers regarding the development of policies and procedures; identifies and implements processing efficiencies.
Acts as departmental lead for high-exposure or high-impact teams and projects to ensure that department needs are met and actions of the team are in line with departmental goals.
Resolves high-impact processing and service issues, including escalated client complaints and rush processing and grants processing exceptions when necessary to ensure quality service is provided to clients.
Assists with the management of the capital and operating budgets for the functional area and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls. May assist with the preparation of the budget.
Monitors attainment versus forecast of goals and takes corrective action as necessary to meet established goals.
Develops and maintains relationships with internal clients including Human Resource Representatives and Human Resource Managers to facilitate issue resolution when necessary.
Assists with outside vendor negotiations regarding contracts, pricing, and services to ensure successful negotiations.
Requirements
H.S. Diploma - Required
1 year of experience in Leadership role.



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