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At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
The UCPath Center is the University of California's shared services center in Riverside, CA. The UCPath Center manages the payroll, benefits, and other human resources transactions for more than 200,000 UC employees working across ten UC campuses, five medical centers, three national labs and more. The staff at the UCPath Center work in a variety of areas including business operations, customer service, quality management, technology, training, human resources and communications. Learn more about the UCPath Center
Under supervision of the Workforce Manager, executes and analyzes quality plan and management mechanisms and monitors center delivery of quality to enhance customer satisfaction and service experience. Uses skills as a seasoned, experienced professional with a full understanding of industry practices and organizational policies and procedures; resolves a wide range of issues. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Is assigned to projects of diverse scope, size, impact and / or project team size.
Call and inquiry assessments: Real time monitoring and adjustments of human resources and inbound traffic. Provide real-time monitoring of incoming traffic per work-groups to make intra-day adjustments in an effort to maximize staffing level efficiency and achieve service level goals/ business objectives. Monitors the performance measurement system, service levels and key performance indicators (KPI). Monitor volume to ensure proper daily staffing and be responsive to daily shrinkage. Route cases via a CRM tool (Salesforce) while adhering to organizational policies and procedures.
Data Analysis: Analyzes and evaluates workforce metrics to improve staffing capacity planning. Applies analytical models and projections on organizational staffing to enhance forecasting accuracy and improve workforce decision making Collects data, analyzes trends, and draws conclusions on cross-channel strategies (including phone, chat and portal inquiries) Collect contact center activity data and recommend improvements to systems, process and procedures to increase productivity.
Customer Service: Identify service issues through inquiry trend analysis and recommend trainings and or process improvements. Collaborate with training resources to develop document tools and technology processes and communicates with the staff.
Performs any other related duties as required or assigned. Support User Acceptance Testing as needed for system enhancements. Represents Employee Service in cross functional meetings as assigned.
Requires thorough knowledge and experience with employing best practice principles and practices in metrics, knowledge management, process design, continuous improvement and quality management.
Requires strong project management, planning, execution, identifying complex problems, and related information to develop and evaluate options - recommends solutions for monitoring performance and ensuring quality.
Requires ability to handle conflict management and influence and negotiate with stakeholders.
Strong technical skills, the ability to archive data, create reports, and produce schedules.
Ability to analyze information and form relevant conclusions and recommendations. Strong communication skills; able to ensure that leadership and employees are kept informed of developments.
Ability to manage a range of tasks and prioritize responsibilities. Strong organizational skills- the ability to prioritize workload based on severity.
Proficient in MS Office, particularly Excel (extracting data and pivot tables), Word, and PowerPoint.
Proficient in telephony system, Customer Relation Management (CRM), and PeopleSoft tools.
Bachelor degree in related area and / or equivalent experience / training.
SALARY AND BENEFITS
Salary: The recommended salary range is $70,900 - $83,400. Commensurate with experience.
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC nondiscrimination policy.
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About University of California Office of the President
The Office of the President is the systemwide headquarters of the University of California, managing its fiscal and business operations and supporting the academic and research missions across its campuses, labs and medical centers.