Sentara Healthcare is seeking a dynamic Director, HR Solutions to join our Human Resources leadership team!

What You Will Do:

• Direct the development, implementation and coordination of the Human Resources Solution Center operations.
• Support the mission of Sentara by ensuring consistent, high-quality service to meet customer needs as well as establish operational targets in the HR Solutions Center.
• Implement policies and standard operating procedures.
• Assist in the development of continuous quality improvement initiatives.
• Work closely with leaders in the Centers of Expertise (COE) to promote resolution of escalated cases.
• Lead/coach the team with focus on engagement and development

What You Need To Be Considered:

• Bachelor's Degree (required)
• 10 years experience in customer service or call center management (required)
• Previous Workday experience (strongly preferred)
• Previous HR Shared Services experience (strongly preferred)

Location:

Remote- must be resident of VA, NC, FL, NV, WY, SD, WA, IN, TN, GA, SC, TX, WV, WI, or MD.

About Sentara

Sentara Healthcare celebrates more than 130 years in pursuit of its mission – “we improve health every day.” Sentara is an integrated, not-for-profit health care delivery system with more than 29,000 employees (including 1,375 physicians and advanced practice providers), 12 hospitals in Virginia and Northeastern North Carolina and the Sentara Health Plans division which serves over 900,000 members. Sentara is recognized nationally for clinical quality and safety and is strategically focused on innovation and creating an extraordinary health care experience for our patients and members.

Sentara Healthcare offers employees comprehensive health care and retirement benefits designed with you and your family's well-being in mind. Our benefits packages are designed to change with you by meeting your needs now and anticipating what comes next. You have a variety of options for medical, dental and vision insurance, life insurance, disability and voluntary benefits as well as Paid Time Off in the form of sick time, vacation time and paid parental leave. Team Members have the opportunity to earn an annual flat amount Bonus payment if established system and employee eligibility criteria is met.

For applicants within Washington State, the following hiring range will be applied: $118,123- $179,961 Annually

Responsible for directing the development, implementation and coordination of the Human Resources Solution Center operations. Responsible for ensuring consistent, high-quality service to meet customer requirements, as well as established operational targets in the HR Solutions Center. Implements policies and standard operating procedures. Assists in the development of continuous quality improvement initiatives. Works closely with leaders in the Centers of Expertise (COE) to promote resolution of escalated cases. HR Shared Services experience preferred Additional Responsibilities and Competencies: The Need to create a more Agile Workforce The Emergence of AI-Powered Chatbots More Focus on Employee Engagement Duties and Responsibilities: 1. Monitor call center metrics, such as average handle time, first call resolution rate, and abandoned call rate, to ensure performance goals are met 2. Identify opportunities for process improvement and implement changes to increase efficiency 3. Develop and implement quality assurance procedures to ensure that customers receive high-quality service 4. Handle customer complaints and escalate issues as necessary 5. Stay up-to-date on industry trends and best practices 6. Prepare reports for upper management detailing call center activity and performance 7. Update and create required service level agreements 8. Select and implement call center technology, such as automatic call distribution and computer telephony integration 9. Plan and execute staffing needs, including shifts and overtime Required Skills and Qualifications: •Bachelor’s degree in business, communications, or related field •10+ years’ experience in customer service or call center management •Proven track record of success in meeting or exceeding performance goals •Demonstrated ability to lead and motivate a team •Excellent communication, interpersonal, and presentation skills •Strong analytical and problem-solving skills Preferred Skills and Qualifications: •MBA or other advanced degree •15+ years experience in customer service or call center management •Experience with workforce management software •Familiarity with Six Sigma or other process improvement methodologies •Knowledge of the latest trends and best practices in customer service

• Bachelor's Level Degree
• Master's Level Degree

• WORK EXPERIENCE RATING-3-13372
• Human Resources Previous Experience
• Management 3 years

• Social Perceptiveness
• Speaking
• Systems Analysis
• Systems Evaluation
• Technology/Computer
• Time Management
• Active Learning
• Troubleshooting
• Writing
• Active Listening
• Communication
• Complex Problem Solving
• Coordination
• Critical Thinking
• Judgment and Decision Making
• Leadership
• Learning Strategies
• Mathematics
• Mgmt of Financial Resources
• Mgmt of Material Resources
• Mgmt of Staff Resources
• Microsoft Excel
• Microsoft Word
• Monitoring
• Persuasion
• Project Management
• Quality Control Analysis
• Reading Comprehension
• Science
• Service Orientation