Supervisor-HR Service Center

• Oversees the customer service operations in support of HRSC customers including employees, managers, HR Business Partners, former employees, and others.
• Serves as a second-level point-of-contact to resolve escalated items and works with vendors and centers of excellence (COEs) to ensure resolution in a timely manner.
• Models and coaches staff on excellent customer service.
• Manages the HRSC Specialists, planning and defining performance goals to set high performance measures with clear objectives.
• Creates a schedule to meet projected call volume and to operate within established service level agreements.
• Monitors active and inactive customer cases to identify trends and address root causes.
• Works with subject matter experts to ensure HRSC knowledgebase is current and staff is adequately trained.
• Prepares and distributes regular metrics reports to management on HRSC performance and trends including SLAs.
• Manages projects involving employee and management communication in support of HR initiatives.
• Maintains ownership of HRSC business processes. Develops and maintains standard operating procedures (SOPs) with internal controls.
• Solicits customer feedback and meets with stakeholders to ensure a quality customer experience.
• Identifies and recommends areas for improvement in the HR Service Center to increase customer service, efficiency, and compliance.

• Previous supervisory experience required.
• Prior experience supervising in a call center environment, required.
• Strong knowledge of Human Resources, Payroll and Benefits including policies, programs, and operations.
• Strong leadership and teambuilding skills.
• Excellent verbal and written communication / customer service skills.
• Good skills in the Microsoft Office suite.
• Experience with HR information systems required (ADP Enterprise HR or PeopleSoft HR, a plus).
• Experience with call management software and case management tools is also a plus.
• Effective time management skills and detail-oriented.
• Flexible, works well under pressure, and has the ability to readily adapt to change.
• Able to communicate information/ideas so others will understand.
• Ability to listen and understand information/ideas presented through spoken/written words.
• Frequently interacts with others, relates sensitive information to diverse groups through spoken/written words. 

• Bachelor's degree in Business, Human Resources or related field.
• HR Certification preferred.                                                          
• Requires a minimum of 3 years of HR data and reporting experience.

• Green Card
• US Citizen
• Employer Authorization Doc. (EADs)
• TN (Canadian Visa)
• Curricular Practical Training. (CPT)
• Occupational Practical Training (OPT)

• Dental
• Eye Care
• Medical

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