HR Receives Service Award

Sept. 20, 2010 — University Human Resources received a 2010 Human Resource Excellence Award from the Albemarle/Charlottesville Human Resource Association on Sept. 13. The award celebrates outstanding achievement in human resources.

University Human Resources was honored for the successful implementation of an HR Service Center. Launched in September 2009, the Service Center is a team within HR that provides front-line support for University employees’ questions about benefits, compensation, leave, development, compliance, immigration services, employee relations and recruiting. The Service Center represented a significant organizational change within HR. By adopting a new model for handling employee inquiries, UHR was able to increase its responsiveness while maintaining its efficiency.

Led by Erica Wheat, HR Service Center Manager, the team includes Tonya Fredericks, Greg Freshour, David Martin, Candy Perry and Jon Williams.  

 Since it opened, the staff in the center have answered 44,000 calls, averaging 200 calls per day, with an average wait time of 11 seconds. Ninety-six percent of calls are answered "by a human."  The Service Center is also responsible for responding to emails sent to the email address. The 'one-stop' system has dramatically improved customer satisfaction, with HR receiving positive emails and callers' appreciation, including comments such as "profound improvement," "informative and resourceful" and "phenomenally helpful."

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