Senior HR​/Payroll Shared Services Specialist

Senior HR/Payroll Shared Services Specialist

Rutgers, The State University of New Jersey, is seeking a Senior Customer Service Representative for The One Source Faculty and Staff Service Center (One Source). The Senior Customer Service Representative is a key position within the Operations team of One Source, a customer-focused service organization that provides HR and Payroll services to employees across the university. This position serves as the first point of contact for customers contacting One Source and is responsible for working with One Source’s staff and knowledge management system to resolve a broad scope of inquiries related to HR and Payroll services.

The Senior Customer Service Representative serves as a supervisor for the One Source’s customer service representatives and plays a critical role in ensuring high levels of customer satisfaction and operational efficiency across One Source operations.

• Assist the Associate Director of Service Center Operations with development of overall ESC operations strategic plan and growth strategy, and support translation of strategy into tangible objectives, targets, and actions.
• Ensure all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
• Identify and communicate leading practices and innovative approaches and tools for service delivery into ESC operations.
• Conduct intake for all HR/Payroll related inquiries and, if necessary, escalade to appropriate parties.
• Ensure timely resolution of cases and follow through cases to completion to provide the best customer experience.
• Track and monitor cases to identify root causes of issues.
• Document inquiry resolution and escalation in case management system.
• Complete routine HR and payroll transactions.
• Serve as an escalation point for customer service representatives working to resolve self-service portal navigation and HR/Payroll issues; leverage basic knowledge of HR/Payroll functions to resolve customer issues.
• Assist the Associate Director of Service Center Operations with monitoring and evaluating HR transaction workflow and volume.
• Establish, monitor, and validate all data entry related to the database to ensure correctness.
• Identify trends and knowledge base needs and provide insight to management.
• Support recruiting, training, and employee development activities to support ESC operations.
• Monitor performance of customer service representatives against pre-determined measures and standards and provide effective and timely feedback to enhance employee performance.
• Create, foster, and maintain a collaborative, innovative, and customer-focused team culture.
• Support employee engagement and development initiatives for ESC employees to enhance job satisfaction and morale.

• 4–5 years of supervisory experience in a customer service role in a call or shared services center focused on HR and Payroll services.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Human Resources

Industries: Higher Education