About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

Eligibility on day 1 for all benefitsDollar-for-dollar 401(k) match, up to 5%Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and moreImmediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

The Supervisor of Shared Services oversees one or more areas in the Shared Service Center (SSC). Partners with SSC leadership to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) meet or exceed standards. Constantly aims to improve quality and customer experience.

Essential Functions of the Role

Supervises teams tasked with the intake and resolution of inquiries specific to PeoplePlace data transactions.Assigns, prioritizes and monitors the daily activities of the team, assuring proper alignment of resources and skillsets for the demand.Performs daily review of open cases to ensure requests are assigned, resolved, and closed correctly and on time.Monitors incoming calls for assigned staff to ensure compliance, track performance, monitor trends, give feedback and improve quality.Seeks additional opportunities to improve the quality, efficiency and effectiveness of the work in the SSC operations.Contributes to the performance of system testing before go-live changes.Develops, coaches and mentors assigned team to build a high-performance culture.Sets goals and facilitates growth and development to meet personal employee career goals, motivational needs and organizational opportunities.Partners with the manager in hiring, terminating, promoting, or demoting team members. Ensures effective use of company policies and practices.Partners with training team members in the development and maintenance of standard operating procedures.Participates in developing, monitoring and publishing outcomes towards SLAs and KPIs.

Key Success Factors

Exceptional PeopleSoft background; previous experience with Oracle Cloud applications highly desirable.Knowledge of policy and procedures.Excellent customer service skills.Knowledge of call center telephony and technology.Proficient in the use of the computer and the use of Microsoft O365 applications.Excellent social, verbal and written communications skills.Must be detail oriented, self-starter and highly motivated to create a culture of Excellence.Ability to set goals and achieve goals on time.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification EXPERIENCE - 3 Years of ExperienceHybrid expectation- coming in to the office as needed