Overview

The People Center Manager will be responsible for establishing and growing a People Service Center focused on employee experience. This role will be responsible for building and leading a team of People Service Partners and includes; assigning duties, developing learning plans, coaching, continuous performance, preparing and analyzing call center data to improve processes, efficient and effective resource allocation, that will maximize SGWS employee satisfaction through a seamless employee experience. This position reports directly to the SG Connect Service Center Director.

Primary Responsibilities

• Partner with HR Technology to select and develop a technology platform for the People Service Center.
• Partner with HR teams to establish a knowledge base that will ensure consistent responses to common employee questions.
• Leverage Analytics to review call information to train and improve employee experience
• Develop a service delivery model and framework that provides the best employee experience for our SGWS employees.
• Market and communicate People Service Center services to employees and leaders.
• Foster a great place to work and People Service Center culture that specializes in people and performance management, coaching and development, and employee engagement
• Hold team accountable for quality and productivity standards
• Meet with team, HR Business Partners, and other HR teams and leaders to gather input, deliver insights and review objectives and deliverables
• Lead the recruiting and hiring of employees and in communicating job responsibilities; coordinates with other HR functions to ensure appropriate staffing to meet service level agreements
• Manage interpersonal relationships to encourage teamwork and minimize the potential for conflict; listens effectively and responds thoughtfully to concerns presented, resolving problems within guidelines to maintain customer focus
• Ensure that employee information is kept confidential, accurate records for all points of contact are maintained, and client-specific guidelines are consistently followed
• Manage or partner in various continuous improvement or new technology projects
• Manage escalated employee/Human Resources issues
• Perform other job-related duties as assigned

Additional Primary Responsibilities

Preferred Qualifications
• Experience in managing employees in a call center environment
• Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
• Knowledge of other MS Office Suite and/or software applications related to job functions
• Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills

Minimum Qualifications

• Bachelor’s Degree and five years of experience or equivalent education and related experience
• Two years of supervisory experience
• Experience building a People Service Center or equivalent
• 1-3 year Human Resources Generalist experience

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.