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Director - Human Resources Call Center

Date: Feb 5, 2019

Location: Charlotte, NC, US, 28208

Company: Atrium Health

Job Req ID: 184868

Position Number: 00166673

Employment Type: Full Time

Shift: Variable/On Call

Shift Details:

Standard Hours: 40.00

Department Name: Administration - Human Res

Location: CHS Corporate Operations

Location Details:  Airport Center Building P

Carolinas HealthCare System is Atrium Health. Our mission remains the same: to improve health, elevate hope and advance healing - for all. The name Atrium Health allows us to grow beyond our current walls and geographical borders to impact as many lives as possible and deliver solutions that help communities thrive. For more information, please visit



Job Summary
Directs, promotes and implements Human Resources Call Center programs and procedures to help align leadership and teammates with the strategic goals of Atrium Health.

Essential Functions

  • Leads and manages the day to day operations of the HR Call Center.
  • Coaches, trains and developes the Call Center teammates.
  • Work with Information Services on the implementation and maintenance of Call Center Technology
  • Establish and manage to Service Level agreements
  • Ensure proper call quality through QA's
  • Ensure all calls are recorded properly in the case management system
  • Ensure an efficient and effective delivery of HR services through the best usage of HR technology and process design.
  • Participate in HR initiatives, and serve as an HRIS subject matter expert in company-wide system integration projects when needed.
  • Assist Information Services with system upgrades or migrations to new vendor or module.
  • Plans for needed resources and funding. Develops and leads projects-based business and HR strategies. Leads the projects and teams: obtain key stakeholder agreement, develop requirements, build/test, prepare plan for change management, go live, and conduct post-mortem feedback enhancements.
  • Provides leadership and ensure the effectiveness of process for prioritizing HR system enhancements, new functionality, etc. Partners with HR functions and cross-functional stakeholders to define business requirements and translate business needs into multi-year and tactical system implementation plans, including project prioritization, scheduling and resource planning
  • Leverages the HRIS platform and provide analytical tools that align with talent development, workforce planning and best in class HR analytics. Develops and evaluates measurements and metrics to gauge effectiveness of the processes and systems.
  • Oversees compliance and integrity of reporting and data management. Maintains enterprise organization standards.
  • Manages critical relationships with consultants and vendors, internal end users, and business customers.  Partners with outsourced vendor, as needed, to provide seamless delivery across the teams, resolve issues and manage escalations.
  • Assist key stakeholders with data analysis, data validations, and data extracts.
  • Oversees annual budgets that ensure the HRIS function has the necessary funds to carry out the goals and objectives that have been established for the department.  
  • Performs regular business process reviews in order to optimizes technology to meet HR workforce requirements crafting opportunities for automation, reduction of manual processes, that help drive accuracy and completeness., Develops and maintains enhancement lists to improve operations, creates plans to put enhancement into action.
  • Provides support for Manager Self-Service, Employee Self-Service, and HCM Core work structures (Department codes, Job codes, Locations)


Physical Requirements
Work requires typing, filing, use of telephone and sitting for prolonged periods of time. Stretching, bending, reaching, pushing and pulling are required a moderate amount of the time. May lift and carry up to 40 pounds on an intermittent basis. Some standing and walking is required. Must speak and understand English fluently. Must demonstrate the ability to communicate and concentrate effectively. Good hearing is required for related communications.

Education, Experience and Certifications

Bachelor’s Degree required; Master’s degree preferred. 5 years of related experience required. Solid understanding of HR, Payroll, Finance, and IT business processes and how they impact HR systems preferred. Process Improvement, Six Sigma or LEAN Practices required.





At Atrium Health, formerly Carolinas HealthCare System, our patients, communities and teammates are at the center of everything we do. Our commitment to diversity and inclusion allows us to deliver care that is superior in quality and compassion across our network of more than 900 care locations.


As a leading, innovative health system, we promote an environment where differences are valued and integrated into our workforce. Our culture of inclusion and cultural competence allows us to achieve our goals and deliver the best possible experience to patients and the communities we serve.


Posting Notes: Not Applicable

Carolinas HealthCare System is an EOE/AA Employer

Nearest Major Market: Charlotte

Job Segment: Payroll, Manager, Call Center, HR, Lean Six Sigma, Finance, Management, Customer Service, Human Resources