Manager – HR Service Center

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Job TitleManager – HR Service Center LocationCleveland FacilityRemote Location DepartmentHR Operations-Caregiver Office Job CodeT98768 ShiftDays Schedule8:00am-5:00pm Job Summary Job DetailsJoin the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. As Manager of the HR Service Center, you will lead the daily operations of a call center focused on delivering high-quality Human Resources support, ensuring a strong balance between operational efficiency, employee engagement, and exceptional customer service. In this role, you will position the center as a trusted resource for employees by overseeing inquiries, resolving issues, and providing clear communication on HR policies, benefits, payroll, and leaves of absence. You will partner closely with the Absence Management Office to guide employees and managers through a variety of leave programs, including maternity, medical or disability, military, and unpaid leave. Additionally, you will champion the adoption and continuous improvement of the HR portal, enhancing its effectiveness as a streamlined communication and workflow platform through ongoing updates and innovations. You will also play an active role in organizational change initiatives, contributing to efforts that improve processes and the overall employee experience.A caregiver in this position works remote with one day required on-site weekly from 8:00 a.m. – 5:00 p.m. Must live in Northeast Ohio.A caregiver who excels in this role will: Recruit, train, and mentor a diverse team of HR call center and absence management representatives. Conduct regular performance evaluations, provide constructive feedback, and implement development plans to cultivate talent and maintain a high-performing team.Oversee daily call center and absence management operations, ensuring that service levels, response times, and quality standards consistently meet or exceed organizational expectations. Utilize workforce management tools to forecast volumes, schedule staff, and analyze trends to optimize resource allocation.Mediates and/or resolves employee disputes and issues.Act as an escalation point for complaints or questions.Continuously review and refine call center processes, leveraging feedback from staff and customers, to identify areas for improvement. Initiate and lead projects that streamline workflows, introduce new technologies, and enhance the efficiency and effectiveness of HR service delivery.Develop and manage metrics, reports, and dashboards to monitor key performance indicators such as call volume, response time, issue resolution rates, and customer satisfaction. Use data-driven insights to inform strategic decisions and present findings to senior HR leadership.Serve as a liaison between the call center, HR business partners, IT, and other departments. Collaborate on cross-functional initiatives, share insights from frontline staff, and ensure alignment with organizational goals and priorities.Lead the call center through periods of change, such as new HR system implementations, policy updates, or organizational restructurings. Communicate changes effectively to the team and provide support to ensure smooth transitions with minimal disruption to service.Oversee the development of HR portal content and manage decisions on enhancements through continuous improvement.Participates in organizational change initiatives by managing change champion groups, creating training/education materials and acting as a subject matter expert. Minimum qualifications for the ideal future caregiver include: Bachelor's Degree in Business or related field and Six years supervisory or management experience in a related setting OR Master’s Degree and five years of experience Proficient in general word processing and spreadsheet skillsProficient in use of HR systems and call center technology toolsStrong customer service and call center operations experienceAbility to manage remote teams and high-volume environmentsPreferred qualifications for the ideal future caregiver include: HR experienceHealthcare experiencePhysical Requirements:Manual dexterity sufficient to operate office equipment.May require extended periods of sitting, standing and walking.Must be able to walk to attend meetings; must have normal or corrected vision to normal range.Ability to clearly communicate by phone and in person.May occasionally lift up to 25 pounds.Personal Protective Equipment:Follows Standard Precautions using personal protective equipment as required for procedures. The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances. Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/Please review the Equal Employment Opportunity poster. Cleveland Clinic is pleased to be an equal employment opportunity employer.

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