The Opportunity

Delaware North is hiring an HR Enablement Contact Center Manager to join our Buffalo, New York team. As an HR Enablement Contact Center Manager, you will partner with the Delaware North HR community to implement solutions that enhance team member engagement and positive relationships throughout the Delaware North enterprise. In this role, you will focus on team member and leader self-service and multi-channel first-level support, while leveraging and maximizing the usage of existing technology.

Our HR Contact Center is staffed 7 days/week. Monday - Friday 9 AM - 8 PM ET, Saturday and Sunday 9 AM - 5:30 PM ET. In this role, you will be expected to work in an office Monday through Wednesday as business requires and a weekend rotation (remote on weekends).

Pay

Minimum - Anticipated Maximum Base Salary: $81900 - $110600 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer .

Benefits

At Delaware North, we care about our team members' personal and professional journeys. These are just some of the benefits we offer:

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

Responsibilities

• Develop and manage a team to ensure high productivity, job satisfaction and professional development
• Establish metrics and KPIs to gauge HR Contact Center effectiveness, tracking progress toward organizational goals
• Responsible for the integrity and completeness of case management data
• Optimize HR processes through technology adoption, skill enhancement of team members, and cost-saving measures, aligning with strategic priorities and ensuring compliance with policies and procedures
• Consults and influences HR Centers of Expertise to effectively establish, implement, and monitor HR solutions, policies, and related procedures/processes
• Design and deliver training programs for HR team members, focusing on areas such as compliance, technology adoption, and process optimization
• Develop a thorough understanding of HRIS functionality including how the HR module interfaces with other modules, other systems with Delaware North
• Coordinate with external vendors to ensure quality and consistency
• Serve as a strategic adviser to HR leadership, driving organizational change, improving employee engagement, and fostering a culture of continuous improvement

Qualifications

• Degree in human resources, business, or related field preferred, but relevant experience can be substituted
• Certification in HR or customer service preferred
• Minimum of 5 years' management experience in a similar role, with at least 7 years of hands-on experience in human resources, shared services, or service call center environments
• Experience training employees in a call center or shared services environment
• Strong understanding of HR best practices, compliance requirements, and industry standards
• Proven track record of successfully leading complex HR projects and initiatives from conception to implementation
• Excellent communication, presentation, and interpersonal skills with the ability to collaborate effectively with stakeholders at all levels of the organization
• Knowledge of customer service tools and platforms, including call technology, ticketing tools, and case management
• Workday experience is preferred.

Who We Are

At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.