SHRM Manager, Data Integrity (Call Center) in Alexandria, Virginia

Manager, Data Integrity (Call Center)

Tracking Code

208673-075

Job Description

SUMMARY

The Manager, Data Integrity will be responsible for the successful execution of strategic data management projects primarily in the areas of customer and member contacts in Member Care utilizing the company’s AMS database. This individual will be tasked with leading and managing initiatives and projects in the areas of data clean up and quality. In collaboration with department management team, this individual will be responsible for establishing quality expectations and ensuring compliance to those expectations. Additionally, this manager will provide leadership and establish a team-oriented environment with the data and integrity team.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Lead, direct and motivate staff with a focus on employee development and performance.

  • Manage the performance of direct reports by defining accountabilities, meeting performance objectives, providing feedback and guidance, ensuring that all policies are understood and adhered to.

  • Focus on direct report’s development and performance, ensuring opportunities for formal or informal learning are available and that SHRM’s professional development goals are met or exceeded.

  • Lead process improvement initiatives through the disciplined use of measurements, accountability, analysis and discussion of process alternatives in order to arrive at best practices around data quality especially contact information.

  • Analyze metrics and database statistics and prioritize areas for data quality improvement with regular reports to the Director.

  • Assure compliance with established work schedules and data integrity guidelines through direct interaction, coaching, and communication with staff.

  • Successful candidate should have the ability to communicate effectively, possess good organizational skills, utilize technical procedural writing skills, and be able to work collaboratively in a team environment.

  • Identify staffing needs and assist in timely hiring of staff.

  • Plan, direct and supervise the handling of incoming customer inquiries to include processing membership, conference and seminar, demographics and address transactions including invoice and confirmations.

  • Prioritize workload of process staff to meet daily, weekly and month-end deadlines.

  • Work collaboratively with peers and other management staff in the Member Care Center.

  • Collect and report information on process staff productivity, efficiency and effectiveness, and present results to executive management.

Required Skills

  • Proven managerial, leadership, team-orientation, and, collaborative

  • Sound analytical, problem solving and troubleshooting skills.

  • Excellent oral and written communication skills.

  • Previous experience with quality control procedures and quality improvement programs.

  • Ability to work in a fast-paced environment and handle multiple tasks under tight deadlines.

  • Proficient in producing and analyzing reports and metrics

  • Proficient with Microsoft Office (Word, PowerPoint, Excel, Outlook) and other statistical software.

  • Ability to assess, develop and implement best practices.

  • High degree of self-motivation to learn new methodologies that will enhance job performance.

Required Experience

• High School Diploma (Bachelor’s preferred)

• Minimum 3-5 years’ in a customer service, operations or analysis environment with experience in data integrity and quality. 3-5 years supervisory experience.

• Prior experience in a data-based driven environment is strongly desired.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 30 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Office environment.

The Society for Human Resource Management is an equal opportunity employer (M/F/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

Job Location

Alexandria, Virginia, United States

Position Type

Full-Time/Regular

Summary of Department

Member Care is a high-performing, service-driven team creating wow experiences in a collaborative, professional and globally focused environment while contributing to SHRM's success.