Employee Service Center Training Manager

Job Summary

Assists the Director, Employee Service Center in the development and execution of the quality and training program for the Employee Service Center (ESC). Monitors and analyzes all aspects of ESC operations that impact quality and customer service. In collaboration with Centers of Expertise leaders, develops and implements efficient and effective quality improvement solutions and processes, a training program, and provides coaching, recommendations, guidelines, and criteria to the Service Center teams to ensure established standards are consistently met and customers receive accurate, timely, and courteous service. Through the design and delivery of training and quality initiatives, this role enhances the capabilities of the ESC and broader HR organization, driving more consistent, effective, and employee-centered support across all HR services. Exemplifies the organization's mission, vision, and values and acts in accordance with company policies and procedures.

Job Responsibilities

• Assists the Director, ESC in development, implementation, and management of training programs that support high-quality customer service and operational excellence across the Employee Service Center.
• Owns and delivers new hire training for all ESC team members, ensuring employees are effectively onboarded and prepared to perform their roles successfully.
• Designs and executes ongoing, year-round training programs, including support for annual HR initiatives (e.g., open enrollment, performance review cycles), new processes, and organizational changes.
• Partners with ESC leadership to identify and support development opportunities for underperforming staff, delivering targeted training and coaching to improve individual and team performance.
• Leverages quality performance data, customer feedback, and operational metrics to identify trends, gaps, and opportunities, and translates insights into targeted training and development initiatives.
• Identifies and documents training needs and performance trends for leadership review.
• Reports on training effectiveness, participation, and outcomes to ESC leadership on a recurring basis.
• Utilizes insights from quality data and operational reporting to ensure continuous improvement in training content, delivery, and overall service performance.
• Identifies the department's training and development needs in partnership with ESC leaders to develop comprehensive training plans and identify future learning goals and objectives.
• Leads continuous improvement projects and initiatives across the ESC, with a focus on training, knowledge transfer, and capability building.
• Develops and delivers training, coaching, guidelines, and job aids to support Service Center teams in meeting SLAs and delivering accurate, timely, and courteous customer service.
• Maintains a working knowledge of applicable federal, state, and local laws/regulations, the organization's Code of Conduct, and other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Assists in recruiting, interviewing, onboarding, training, coaching, and mentoring ESC agents.
• Builds and maintains productive working relationships across interdepartmental boundaries.
• Works with and protects sensitive HR data in alignment with established service center processes and standards.
• Promotes a healthy work environment by role modeling positive team dynamics and actively participating in team events.
• Performs any other related duties as required or assigned.

Required Job Qualifications

• Must possess a comprehensive knowledge of Human Resources, benefits administration, and contact/service center operations, as normally obtained through a Bachelor's degree in Human Resources, Business Administration, or a related field.
• Must possess a comprehensive knowledge of HR processes with an understanding of the downstream impact of transactions on benefits, pay, and other areas. Must be able to identify when information appears out of alignment or incorrect.
• Four (4) years of experience in a fast-paced, customer-focused shared services employee service center or HR operations environment, with a focus on HR business process design, performance improvement, and training. An equivalent combination of education and experience will be considered.
• Strong hands-on experience with Workday Human Capital Management (HCM), including experience supporting or training on Workday implementation and/or system enhancements.
• Strong analytical, problem-solving, and integrated reasoning skills are required. Experience reporting on and analyzing data utilizing relevant software programs (e.g., Microsoft Excel and Tableau).
• Proficient knowledge of one or more HRIS.
• Ability to multi-task and manage competing priorities.
• Demonstrated decision-making skills.
• Excellent communication skills, including strong listening, comprehension, verbal, and written skills.
• Must have excellent human relations, interpersonal, and conflict resolution skills.
• Proficiency with Microsoft Office Suite, including advanced features in Microsoft Excel.
• Ability to work independently with minimal supervision while organizing and prioritizing workload.
• Ability to handle multiple tasks, meet established deadlines, and work with composure in a fast-paced team environment.
• Must have a demonstrated ability to function well under stress, correspond with others clearly, and be self-motivated and capable of managing multiple tasks.

Preferred Job Qualifications

• Some knowledge and experience in formal process and performance improvement methodologies (e.g., Lean, Six Sigma).
• A PHR or SHRM-CP certification.
• Familiarity with HR case management platforms (e.g., ServiceNow).
• Familiarity with telephony technologies (e.g., Genesys Cloud).