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| Location: |
Delaware-Wilmington |
| Req. Number: |
90117055 |
| Description: |
THE SAFETY OF OUR PASSENGERS, OUR EMPLOYEES, THE PUBLIC AND OUR OPERATING ENVIRONMENT IS OUR HIGHEST PRIORITY!
Position Title: Manager, Customer Support
Department: Human Resources
Location: Wilmington, DE
Posting #: 90117055
INTERNAL AND EXTERNAL APPLICANTS
SUMMARY OF DUTIES: Responsible for the day-to-day activities of the Customer Support group who handle routine and non-routine human resources related customer service inquiries from all Amtrak employees. Maintains staffing levels to meet operational objectives and adjusts team ratios as necessary. Focuses on continuous process and/or operational improvements for the customer support group including proposing changes to business processes and/or assisting with creating new, more efficient customer support processes. Track Human Resources Shared Services (HRSS) metrics and prepares dashboard reports. Responsible for oversight and management of compliance, risk management, and complex issue and case resolution management. Ensures compliance with systems audit requirements.
Manage and oversee the delivery of HRSS services to the organization delivered through SAP and other HR systems. Analyze internal HRSS trends and business cycles in order to predict long- and short-term staffing needs; oversees resource allocation for the Customer Support team members. Act as a liaison with the Director, HRSS related to the Customer Support team. Create monthly HRSS metrics scorecard.
EDUCATION: Bachelors Degree in Human Resources or other related field, or an equivalent combination of education, experience, and training.
WORK EXPERIENCE: Demonstrated supervisory experience or comparable experience directing/managing others on large projects in a lead project management capacity or 3 years experience as a lead Customer Service Specialist in an customer operations or service center environment
PREFERRED WORK EXPERIENCE: SAP Human Capital Management (HCM) experience.
OTHER REQUIREMENTS: Outstanding customer service focus and strong interpersonal skills; dedicated to meeting the expectations and requirements of internal and external customers. Demonstrated effectiveness when dealing with dissatisfied customers.
COMMUNICATION AND INTERPERSONAL SKILLS: Superior verbal/written communication skills and attention to detail.
COMMENTS: Position is in Human Resources Shared Service Center located at 405 King Street, Wilmington, DE. Relocation benefits are available for current (as of 02/08/2010) Human Resources employees ONLY.
SUPERVISORY RESPONSIBILITIES: 7 Customer Support staff members.
TRAVEL: None
AMTRAK EMPLOYEES MUST COMPLETE A JOB OPPORTUNITY APPLICATION TO APPLY FOR THIS POSITION.
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| Hiring Range: |
$55,600.00 - $70,400.00
Annually |
| Last Date to Apply: |
02/15/10 |
| Position Type: |
Permanent |
| Job Category: |
Human Resources and Diversity Initiatives |
| Years of Experience: |
5 - 10 |
| Travel Requirements: |
No Travel |
| Relocation Benefits May Apply: |
Yes |
| Classification Agreement: |
No |
| Referral Bonus: |
1500 pts
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