Job Title: Manager, Human Capital Support

Reports to:Senior Manager, Benefits and Risk Management
Job Group:Professional Technical


Job Code:1764
Salary Schedule:APT04


Responsible for planning, organizing, coordinating, and monitoring customer service activities in response to questions regarding a variety of human capital functions, including employment applications and recruitment, staffing, employee benefits, retirement services, and other related concerns.


The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. These statements are not intended to be construed as an exhaustive list of all duties and responsibilities required of those in this position.
  1. Plan, organize, and coordinate activities of employees responsible for providing customer service regarding human capital issues related to employment applications, employee benefits and compensation, employee retention, retirement services, and other similar inquiries.
  2. Manage and resolve employee and external stakeholder questions and/or concerns and handle complex and escalated issues.
  3. Supervise, evaluate, train and delegate work to appropriate staff; and make recommendations for employment.
  4. Oversee day-to-day activities to ensure quality customer service is provided and inquiries are resolved in a timely manner.
  5. Define and communicate customer service standards, and ensure the necessary resources and tools are available for quality customer service delivery.
  6. Develop, maintain, and update procedures that establish proper handling of customer service issues and enable efficient and effective resolution of requests.
  7. Identify and implement strategies to improve quality of service.
  8. Review customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes to improve processes as necessary.
  9. Communicate with other departments to resolve problems and expedite work.
  10. Perform other duties as assigned.


Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty successfully. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.


  • Knowledge of principles and processes for providing quality customer service
  • Ability to analyze data and use data-driven decision making to implement effective solutions
  • Ability to identify and resolve problems in a timely manner
  • Knowledge of and experience with personal computers and programs, such as word processing programs, spreadsheets, and databases.
  • Ability to communicate effectively with a variety of audiences, orally and in writing, including electronic media.
  • Ability to plan, organize, prioritize, manage, and carry out duties efficiently and within established timeframes.
  • Ability to establish and maintain collaborative working relationships with all stakeholders.


  • Bachelor’s Degree from an accredited institution
  • Three (3) years of experience in human resources, benefits administration, and/or call center operations
  • OR
  • Any equivalent combination of education and experience which provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position




  • Knowledge of principles and practices in one or more areas of human resources, such as recruitment, selection, compensation, benefits, and/or human resource information systems
  • Experience in public education
  • Experience in a supervisory role


Direct supervision of assigned support personnel. Responsibilities include planning, assigning, and directing work; addressing complaints and resolving problems; training employees; evaluating performance; and interviewing, testing, hiring, and assignment of personnel.


Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to sit, talk, and hear; stand and walk; use hands to finger, handle, or feel; reach with hands and arms. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, and the ability to adjust focus.


Indoors and Outdoors: The worker is subject to both environmental conditions. Activities occur inside and outside.


  • General office equipment, including personal computers, fax machines, copiers, telephones, etc.


Salary and benefits shall be paid consistent with the District’s approved compensation plan. Length of the work year and hours of employment shall be established by the District.

Performance of the job will be evaluated in accordance with provisions of the School Board’s policy on evaluation of personnel.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Pasco County Schools will provide reasonable accommodations to qualified individuals with disabilities to allow them to perform the essential functions of the job when such individuals request an accommodation.

Manager, Human Capital Support;   EST: September 6, 2016;   REV: n/a;   Board Approved: September 6, 2016

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