Associate Director Support Service CTR

🇺🇸 Hybrid - New Brunswick, NJ 🕑 Full-Time 💰 $109K - $138K 💻 Other 🗓️ April 27th, 2026

Edtech.com's Summary

Rutgers University is hiring an Associate Director Support Service CTR. The role involves providing leadership and advanced support to Tier 1 and Tier 2 HR and Payroll support agents, managing daily service center operations, overseeing team performance, and driving continuous process improvements to ensure efficient case resolution and service delivery.

Highlights

Lead and directly supervise tiered teams handling advanced HR, Payroll, and Finance inquiries.
Manage daily workflows, prioritize work assignments, and oversee resource allocation and succession planning.
Serve as the first escalation point for unresolved or sensitive issues before escalation to Tier 3.
Resolve complex inquiries related to time & labor, position management, absence management, and process workflows.
Deliver support through live agent platforms, case management, and email with emphasis on accuracy and timeliness.
Collaborate to develop escalation protocols and improve agent efficiency by streamlining processes.
Track and analyze case metrics, resolution times, and escalation patterns to inform improvements and report to senior leadership.
Enhance user experience with AI-enabled tools and maintain knowledge bases and training content.
Required skills include Microsoft Excel, HR systems (e.g., PeopleSoft, Oracle HCM Cloud), ServiceNow, data management, leadership, and supervisory experience.
Compensation ranges from $108,670 to $137,547, with a full benefits package including medical, dental, retirement, and paid leave.
Qualifications require a bachelor's degree in Business Administration, Human Resources, Analytics, or related field, plus 6+ years in customer service/shared services roles including HR or payroll and data/reporting experience.