Employee Service Center Training Manager

Role: Employee Service Center Training Manager

Location: Chicago, IL 60612 (Remote)

Duration: 6+ month (Extension after Workday go live)

Must have skills

• Must have a good amount of Workday experience
• Has HR experience/worked within HR
• Experience training withing HR (preferred)
• Worked within an Employee Service Center/ HR Shared Service Center (preferred)
• Worked within ServiceNow (preferred)

We will need this person to assist with:

• Being a liaison between the Workday Training Team and the ESC to coordinate trainings, update the ESC Team on upcoming trainings/deadlines/completion, scheduling additional trainings, etc.
• Assisting ESC Agent Manager on training incoming contractors (8-11) that will be part of the go-live support for HR
• Putting together trainings, training incoming staff (temp and perm), going through calls and cases to find patterns of areas of opportunity and provide coaching.

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 department's training and development needs in partnership with the ESC Leaders to develop comprehensive training plans, and to 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 Rush Code of Conduct; as well as other policies and procedures in order 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, 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 to 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, with composure, work in a face paced team environment.
• Must have demonstrated an 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 (i.e. Lean, Six Sigma, etc.).
• A PHR or SHRM-CP certification.
• Familiarity with HR case management platforms (e.g., ServiceNow)
• Familiarity with telephony technologies (e.g., Genesys Cloud)