SHRM Manager, HR Knowledge Center Operations in Alexandria, Virginia

Overview

The Knowledge Department responds to thousands of both simple and complex member HR-related questions and inquiries each year. HR Knowledge Advisors offer guidance, suggestions and real life personal/professional experiences in response to questions. Additionally, HR Knowledge Advisors complete research on HR-related topics to assist in answering member questions. The Knowledge Department creates content, such as Express Requests, responds to media requests, conducts exam reviews, implements marketing efforts etc.

The HR Knowledge Center Operations Manager develops and serves the HR professional by managing the day-to-day workings of the HR Knowledge Center, including daily scheduling of HR Knowledge Advisors, workforce management and planning, and reporting. The HR Knowledge Center Operations Manager advances and leads the HR profession by ensuring that HR Knowledge Advisors have opportunities for professional development, training and content creation.

Responsibilities

Your Day:

  • Sets long-term and daily schedules based on analysis of member usage patterns, content production needs, absenteeism and other factors.

  • Reports on metrics such as wait times, service level and number of interactions during various periods during the day, capacity planning, cost/benefit analysis, absenteeism, schedule adherence, etc. Analyzes data to make informed decisions about the staffing and operation of the Knowledge Center.

  • Measures and reports individual quantity measures for HR Knowledge Advisors. Sets goals and coach Advisors who have performance problems.

  • In coordination with the Systems Analyst, troubleshoots application issues. In conjunction with users, isolates problems from symptoms, determines solutions and alternatives, and develops and implements resolutions.

  • Analyzes and diagnoses Customer Relationship Management and administrative systems and supporting software to determine current and future needs. Confers with Information Technology (IT), vendors and any affected users to determine corrections and/or development of software. Makes sure that changes to critical areas (funding, budgets, payroll, etc.) are accurate and functioning properly.

  • Participates in business process management group efforts to collect and analyze data and metrics, and help to continually improve processes owned by the group.

  • Ensures that all new development and/or corrected software has been fully tested and documented before releasing version software to users.

  • Provides supervision and leadership to HR Knowledge Advisors in partnership with the HR Knowledge Center Quality Manager.

  • Reviews and interprets member satisfaction survey responses in the absence of the HR Knowledge Center Quality Manager.

  • Responds to complaints from members on various issues, including wait times. Sets policies on timeliness, member request limits, workflow processes etc.

  • Consistent with SHRM’s Guiding Principles, partners with the Knowledge Center Director and team to plan and implement strategic initiatives in support of the SHRM goals, mission, and vision.

  • May serve as a project manager or lead on some projects.

  • Other duties and projects as needed or required.

Qualifications

Must Haves:

  • High School Diploma or equivalent.

  • Seven years of progressive experience in contact center management or eleven years of progressive, professional experience in lieu of a degree.

  • Experience as a team lead or people manager.

  • Experience in employee development and training.

  • Demonstrated commitment to excellent customer service and ability to create innovative solutions to meet member needs.

  • Resourceful, diplomatic and focused on the day-to-day HR practice needs of members.

  • Ability to understand and utilize various systems (Customer Relationship Management (CRM), Automatic Call Distributor (ACD), Workforce Management (WFM) and Quality Assurance(QA)).

  • Demonstrated proficiency with Microsoft Office

  • Ability to efficiently operate all systems and equipment used to ensure turnaround time standard is maintained or exceeded.

  • Excellent internet researching skills.

  • Excellent oral and written communication skills.

  • Excellent decision making and problem solving skills.

  • Excellent organizational skills.

  • Ability to prioritize and execute tasks independently.

  • Ability to offer suggestions for operational improvements.

  • Ability to work in a team-oriented and collaborative environment.

Let us know if you also have:

  • Bachelor’s Degree in Operations Management or a related field.

  • Working knowledge of Customer Relationship Management (CRM) and Data Warehouse applications.

  • A minimum five years of HR experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Light lifting is required. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force to constantly move objects.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment. It may require the maintenance of home office and proximity to an airport for work related travel. This job requires occasional travel 0-10%.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

Category Knowledge Center