Duke University Job Descriptions

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Job Code: 1949
Job Level: 11
Revised Date: 12/01/2019
Job Family: JF 28

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Occupational Summary

Plan, develop and implement strategies which successfully support the objective of customer service requests in the areas of pay, benefits, staffing and general human resources; provide sound interpretation and application of HR policies applying a broad base of human resources knowledge, judgment and initiative; process HR transactions, interact with various departments to resolve human resource concerns; supervise and guide the day to day activities of assigned HRIC team members, ensuring that workload is balanced and distributed properly.

Work Performed

The Team Leader will manage the operations of a large, high volume service center that provides human resource services including processing of HR transactions, handling of telephone inquiries and walk- in customers.

This team of customer service and data management professionals will lead the way in defining high level, professional customer service with emphasis on accurate and timely processing of all Dukes Human Resources hiring and change actions.

The individual selected for this position must thrive in a fast-paced environment, be totally customer focused, and able to achieve results quickly.

Experience in process re-engineering, demonstrated leadership and motivation skills and proven ability to develop customer service strategies for serving internal and external customers are required.

Partner with Human Resource Information Center Associate Director to further develop and integrate tools to increase customer awareness and satisfaction, as well as improve overall system and operating efficiencies.

Oversee daily operation of HRIC call center, walk in center, and file room while working closely with the areas of Benefits, Payroll, Recruitment, Staff & Labor, Rewards and Recognition.

Represent the service center to key clients/customers, providing them with issue resolution, status on Center activities or other responses to promote good relations between the Center and its customers.

Establish standards and procedures for the HRIC.

Make recommendations to management of methods to increase productivity and improve the level of service for employees.

Construct and monitor performance metrics at request of management.

Ensure HR central personnel are properly trained to accurately and effectively resolve employee inquiries while providing exceptional Customer Service.

Provide HRIC staff with training, development, coaching and counseling while building a team environment.

Incorporate the vision set forth by the Associate Director; provide information to the Associate Director regarding HRIC team issues; keep team members abreast of important issues necessary to enhance daily activities.

Resolve routine and escalated customer service concerns utilizing expert customer service skills.

Utilize information systems and call center systems to resolve routine and complex customer concerns.

Establish and maintain accurate personnel records information.

Interpret and apply HR policies when answering customer questions and processing transactions.

Continuously learn and adapt to new policies and procedures required to process and resolve personnel transactions, inquiries and issues.

Maintain a high level of confidentiality when researching and resolving customer concerns.

Provide on-going education and information to customers and provide training and education to departments throughout the university and health system.

Ensure that staff remains knowledgeable of HR policies and protocols in support of the review and processing of personnel action forms.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification.

This is not intended to be an exhaustive list of all responsibilities and duties.

Required Qualifications at this Level


Work requires an educational background normally obtained through a Bachelor's degree in business administration, information systems, human resources, or a discipline associated with production management and planning.


Minimum of 5 years of Human Resources or Call Center experience required.


The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.