Job Description

Join Our Team!

Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition.

We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees.

As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities!

Job Description Summary

Manager, HR Service Center

The Manager, HR Service Center provides direction and subject matter expertise to team members functioning as the one centralized point of contact in our HR Service Center (HRSC), striving to satisfy team member needs and requests. The Manager creates a culture of focusing on team member care among the HRSC team.

Position Objective:

The Manager, HR Service Center provides direction and subject matter expertise to team members functioning as the one centralized point of contact in our HR Service Center (HRSC), striving to satisfy team member needs and requests. The Manager creates a culture of focusing on team member care among the HRSC team.

Position Responsibilities:

Manages daily operations of the HRSC and provides direction to hourly staff to meet all team member needsHires, trains, leads, coaches and mentors a team of HRSC specialists to provide responsive, exemplary care to current and onboarding team members.Ensures availability to employees for providing appropriate coaching, counseling, direction and resolutionSet and reinforce HRSC team performance expectations and key performance indicators (KPI) – with a strong balance of HR knowledge and service center practicesDevelop a quality assurance process to support continuous improvement to include: case management review, listening to calls, team and individual performance dashboards (partnering with appropriate IT resources) and provide visibility to key HR leaders and HRSC team.Equips HRSC team with appropriate training, systems access and other resources to perform their jobs with excellenceServes as owner of HR telephony system; SNOW HRSC case management system and other core HRSC program, system and toolsOffers a continuous improvement lens to all processes within the HRSC and HR Operations; serves as a key people leader on the HR Operations team, partnering across HR to deliver streamlined service and great team member care.Resolves team member complaints in a professional mannerCreates and maintains a positive, high-quality work environment so team members are motivated to perform at their highest levelServes as key escalation point and partner for HRBP and other HR stakeholders as all of HR strives to care for and support team members

Requirements:

Education & Experience:

Bachelor’s degree in a related field or equivalent experience, plus 5-8+ years of experience in a call/contact center, including 3+ years of experience leading a teamExperience working in ServiceNow or other case management system, and CISCO or other telephony systemsExperience working in Workday or other HRIS systemExperience creating performance dashboardsExperience creating quality assurance programs for service center environmentsStrong people leadership skills – ability to set expectations, coach and motivate team toward meeting expectations and navigate tough conversations; performance management and goal-setting responsibilitiesAbility to handle highly confidential employee informationStrong customer service ethic and positive approach toward the customers’ needs to do whatever it takes to meet the customer’s expectationsMust possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with customers over the phoneMust possess solid decision-making abilitiesExcellent interpersonal, written, and oral communication skills and solid organizational skillsEffective listening skills and the ability to ask probing questions and understand concernsStrong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environmentMust be a strong team player and enjoy supporting others to “get things done”Must display a positive, enthusiastic, helpful and professional attitude at all times

Physical Demands:

Must be able to bend, squat, crouch and/or reach and lift up to 25 pounds or more, as required by the job. Some Sunbelt jobs may require driving for long periods of time, loading and unloading heavy equipment, performing work in extreme weather conditions including rain, wind or excessive temperatures and/or night and weekend work. All duties must be performed according to Sunbelt’s safety policies and guidelines. Reasonable accommodations may be made to comply with ADA/ADAAA.

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day.

Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected ground

Base Pay Range: $79,608.00 - 109,461.00

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network.

Sunbelt also provides a comprehensive benefits package to its full-time employees. This package includes health, dental and vision plans, 401(k), volunteer time off, short-term and long-term disability, accident, life and travel insurance, as well as flexible spending, tuition reimbursement, college savings, EAP and length of service awards. You will become eligible for benefits on the first of the month following 30 days from your start date. Sunbelt offers team members the following time off from work, subject to Sunbelt’s policies: twelve to twenty-five vacation days depending on years of service; five sick days; six paid holidays, two paid half day holidays, two floating holidays, one inclusion day, and one volunteer day (unless specified in a collective bargaining agreement).

Gear up for an exciting career!

Sunbelt Rentals supports service members. Veterans encouraged to apply.

If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter.