DescriptionJob Title Human Resources Manager 2 (HR Service Operations Manager)
Location Los Alamos, NM, US
Organization Name Human Resources - Operations (HR-OPS)
Minimum Salary 96600
Maximum Salary 158000
What You Will Do- Lead Daily Operations: Provide frontline leadership for high-volume HR service delivery, including workload distribution, queue management, staffing coverage, and transaction oversight.
- Develop and Engage Employees: Coach and develop employees, establish clear performance expectations, provide timely feedback, and foster an accountable and engaged team environment.
- Manage Service Performance: Use operational metrics and trends to identify service gaps, address backlogs, and improve responsiveness, quality, and customer satisfaction.
- Resolve Complex Issues: Provide leadership and sound judgment for escalated or sensitive employee and manager concerns.
- Drive Continuous Improvement: Identify opportunities to standardize processes, strengthen quality, improve efficiency, and enhance the customer experience.
- Build HR Partnerships: Collaborate with Benefits, Talent Acquisition, Payroll, HRIS, and other HR partners to resolve issues and deliver coordinated HR services.
- Lead Through Change: Help employees navigate changing priorities, processes, and systems while maintaining continuity of operations.
What You Will NeedMinimum Job Requirements:
Applicants must meet all of the following requirements:- Customer Service Operations Leadership: Demonstrated leadership experience in a high-volume call center, contact center, customer service center, shared-services environment, or comparable customer-facing operation, including responsibility for daily service delivery and team performance.
- People Leadership: Demonstrated experience leading, coaching, and developing employees, managing performance, establishing clear expectations, and maintaining employee engagement and accountability in a fast-paced operational environment.
- Operational Performance Management: Demonstrated experience managing staffing and workload coverage, customer escalations, service levels, and operational performance using data and metrics to identify gaps and implement corrective actions.
Education: Position requires a Bachelor's Degree from an accredited institution and 3 years related experience; or, an equivalent combination of education and experience directly related to the occupation.
Desired Qualifications:- Call Center Operations: Experience directly managing a high-volume call center or contact center, including call queues, staffing models, scheduling, call volumes, abandonment/acceptance rates, response times, and service-level performance.
- Performance & Analytics: Experience using operational dashboards, customer service metrics, workforce data, and performance trends to make staffing decisions, address performance gaps, and improve service delivery.
- Custom
- Customer Experience & Service Recovery: Experience managing escalated customer concerns, developing service-recovery strategies, and implementing improvements that increased customer satisfaction, responsiveness, or quality. Operational Improvement & Technology: Experience implementing process improvements, standardizing service delivery, and leveraging call center, case management, knowledge management, CRM, or other customer-service technologies to improve efficiency and consistency.
Work Environment: Work Location: Work Location: The work location for this position is telework and is located in Los Alamos. Telework is defined as working from offsite but within 2hours ground commute of this location. Reporting onsite may be periodically necessary. All work locations are at the discretion of management and can change at any time with appropriate notice.
Position commitment: Regular appointment employees are required to serve a period of continuous service in their current position in order to be eligible to apply for posted jobs throughout the Laboratory. If an employee has not served the time required, they may only apply for Laboratory jobs with the documented approval of their Division Leader. The position commitment for this position is 1 year.
Note to Applicants:For full consideration, applicants must provide a cover letter addressing each of the individual minimum job requirements.
Employment Status Full Time
Appointment Type Regular
Regular
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