] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → SUPERVISOR, ERSCENTER CALL CENTER & TRANSACTION UNIT

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Supervisor, ERSCenter Call Center & Transaction Unit

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: ERSC Call Ctr/Trans Supv CODE: 0702 SQ/OQ: Not Applicable
WORKING TITLE: Supervisor, ERSCenter Call Center & Transaction Unit GRADE: K MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Manages and directs daily operations of the Employee and Retiree Service Center (ERSC) Call Center and Transaction Processing Unit. This unit responds to department, employee, and retiree inquiries on human resource, insurance, benefit and payroll issues and also processes all transactions in these areas. Builds the cross functional knowledge in all unit members, oversees the prompt processing of transactions, minimizes errors and duplication through close monitoring of all transactions. Works closely with the other ERSC leaders to resolve policy and process issues, to improve communications to schools, departments, employees and retirees, and to develop systems and training to maximize efficient, accurate operations.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Thorough understanding of the functions of human resources, employee benefits and payroll. Considerable knowledge of computerized payroll processing. Lawson System knowledge preferred. Ability to lead team to provide outstanding customer service and coordinated transaction processing. Aptitude to tactfully address difficult situations required. Analytical skills to identify root causes of employee problems, calls, and questions and to work collegially towards long-term resolutions. Software orientation and aptitude, Microsoft Excel and Word skills. Coaching, leadership and supervisory skills. Highly motivated and able to work in quick paced environment. Excellent communication and interpersonal skills. Knowledge and application of the six leadership standards that have been established for the Montgomery County Association of Administrators and Principals (MCAAP/MCBOA) Professional Growth System (PGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelors degree or equivalent experience required. Extensive experience in Human Resources, Benefits or Payroll, including system responsibilities required. Other combinations of applicable education, training, and experiences, may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.)
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) None
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

Provides day-to-day management of workload and distribution to call center staff.

Monitors quality of responses provided to inquiries and determines additional information or other requirements.

Supervises transaction team supervisor and payroll processing team leader.

Monitors to ensure processing deadlines are met. Ensures accuracy of data. Monitors calculations to maintain adherence to standards and procedures. Takes steps to correct problems, and to avoid delays and inaccuracies. Ensures processing is completed satisfactorily based on published schedules.

Identifies common issues and errors and work collegially within and across the organization to develop long term resolutions

Implements systems to track performance, monitor telephone volume and wait times, and improve productivity and customer service

Supports and coaches employees¿ development to continually improve customer service

Works with staff to develop career goals and progression opportunities.

Identifies communications needs and works collaboratively with others to produce departmental, employee and retiree communications materials. Ensures that annual and other communications requirements are met. Prepares and reviews communications materials.

Identifies functional system needs and issues and works with ERSC leaders to implement and test system enhancements and upgrades as a functional expert.

Ensures timely preparation of required reports, estimates and regulatory filings.

Uses performance measures to identify opportunities for reengineering of processes.

Identifies processes and works with other ERSC leaders to reengineer processes to increase departmental efficiency and accuracy.

Trains staff and others as appropriate.

Works closely with other ERSC leaders to implement changes to compensation and benefits programs to comply with negotiated agreements, changes in benefits plans, regulatory and other requirements.

Works closely with a wide variety of individuals throughout the system to ensure customer service is continually improved and to resolve issues affecting employees.
Class Established: 11/02
Date(s) Revised: 7/08, 11/14
Last Reviewed:

This description may be changed at any time.