Tier 1 Service Center Manager

<div class="isg-job-description“>position Details

Position Information

Recruitment/Posting Title	Tier 1 Service Center Manager
Job Category	Staff & Executive – Human Resources
Department	UHR- Human Capital Management
Overview	Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive public institution of higher education. As one of the largest employers in the State of New Jersey, Rutgers University is committed not only to the students and the State that we serve, but also to the faculty and staff who work on our campuses. For two consecutive years, Rutgers is ranked on Forbes’ list of America’s Best Large Employers. Rutgers holds #64 of 500 employers and is the #1 New Jersey employer on the publication’s 2023 list. Rutgers’ commitment to its employees includes maintaining and fostering a safe, diverse, and respectful workplace environment, creating employment opportunities for our nation’s military veterans, and ensuring accessibility and accommodation for individuals with disabilities. University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.
Posting Summary	Rutgers, The State University of New Jersey is seeking a Tier 1 Service Center Manager for the HCM Cloud Support Service Center. This position is responsible for managing daily operations, ensuring high-quality service delivery, and coaching Tier 1 agents who assist university employees with HR and payroll-related inquiries. The manager works collaboratively with knowledge specialists, technical support teams, and university stakeholders to ensure accurate, timely, and customer-focused resolution of Tier 1 cases. Among the key duties of the position are the following: Team Management & Service Oversight Oversees the HR Service Center team, providing guidance, support, and performance management. Supervises day-to-day activities of Tier 1 agents, ensuring effective coverage and timely resolution of HCM-related inquiries. Provides coaching, training, and quality assurance to maintain a high standard of service and support. Monitors support queues, assigns cases appropriately, and manages workload distribution across the team. Customer Support & Inquiry Resolution Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 2 or Tier 3 teams. Collaborates with HR and Payroll functional experts to resolve HR, Payroll and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows. Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service. Knowledge and Training Alignment Partners with Knowledge Specialists to ensure agents have access to up-to-date job aids and resolution pathways. Recommends updates to knowledge content based on frontline feedback and recurring issues. Performance Monitoring & Reporting Tracks Tier 1 performance metrics, including resolution rates, response time, and customer satisfaction. Produces regular reports and dashboards to assess Tier 1 service center support performance. Collaborates with leadership to define and refine KPIs aligned with the HCM Cloud Support Service Center. Collaboration & Continuous Improvement Handles process improvement, identifying opportunities to improve HR processes, streamline workflows, and enhance the employee experience. Works closely with HR, Payroll, and IT teams to ensure consistency in issue resolution and alignment on support workflows. Participates in service design discussions and platform enhancement planning to represent Tier 1 needs. Partners with the Tier 2 Service Center Manager to streamline processes, reduce handoffs, and improve agent efficiency. Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring Tier 1 issues. Handles Reporting and analytics; Tracking key HR metrics and providing insights to improve HR operations. Additional Duties including, but not limited to the following: Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.
FLSA	Exempt
Grade	06
Salary Details	$82,166.
Minimum Salary	82166.000
Mid Range Salary	104002.000
Maximum Salary	125837.000
Offer Information	The final salary offer may be determined by several factors, including, but not limited to, the candidate’s qualifications, experience, and expertise, and availability of department or grant funds to support the position. We also take into consideration market benchmarks, if and when appropriate, and internal equity to ensure fair compensation relative to the university’s broader compensation structure. We are committed to offering competitive and flexible compensation packages to attract and retain top talent.
Benefits	Rutgers provides a comprehensive benefits package to eligible employees. The specific benefits vary based on the position and may include: Medical, prescription drug, and dental coverage Paid vacation, holidays, and various leave programs Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options Employee and dependent educational benefits (when applicable) Life insurance coverage Employee discount programs
Position Status	Full Time
Working Hours
Standard Hours	37.50
Daily Work Shift
Work Arrangement
Union Description	Administrators Confidential
Payroll Designation	PeopleSoft
Seniority Unit
Terms of Appointment	Staff – 12 month
Position Pension Eligibility	ABP

Qualifications

Minimum Education and Experience	Bachelor’s degree in a closely related field. At least five (5) years of experience in a customer service or shared services environment, preferably in HR or payroll.
Certifications/Licenses
Required Knowledge, Skills, and Abilities	Demonstrated leadership or supervisory experience. Ability to manage workflows, resolve conflicts, and support agents in a fast-paced environment.
Preferred Qualifications	Experience supporting or managing within a multi-tiered service center model. Familiarity with HCM systems (e.g., Oracle) and/or case management platforms (e.g., ServiceNow). Experience using dashboards or reports to drive service improvements.
Equipment Utilized	Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.
Physical Demands and Work Environment
Special Conditions

Posting Details

Posting Number	25ST2394
Posting Open Date	11/18/2025
Special Instructions to Applicants
Regional Campus	Rutgers University-New Brunswick
Home Location Campus	Rutgers University – New Brunswick
City	New Brunswick
State	NJ
Location Details

Pre-employment Screenings

All offers of employment are contingent upon successful completion of all pre-employment screenings.

Immunization Requirements

Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate’s offer of employment or disciplinary action up to and including termination.

Affirmative Action/Equal Employment Opportunity Statement

It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement

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Application ends on January 1, 1970

Overview

Rutgers University