Now Hiring - HR Solutions Call Center Supervisor in Worcester, MA

The Supervisor HR Solution Center will be responsible for managing the HR Solution Center front and back-office operations for the organization, servicing approximately all caregivers across the business. They will focus on delivering an efficient and consistent employee experience across all HR services that the solution center is responsible for, providing a best-in-class service and operational experience to the organization.

The duties and responsibilities stated are a general summary and not all inclusive.

Major Responsibilities:

• Manage the day-to-day administration of HR services operations and processes providing support to managers and employees regarding HR policies and practices, HR process flow and approvals, HR data, researching and/or investigating concerns and making recommendations that promote positive employee relations
• Ensures appropriate work allocation among HRSC team members and evaluate HR Solution Center Team's day-to-day operations to continuously improve. Responsible to address escalations in a timely manner.
• Coach, monitor, and enforce performance standards of HR Solution Center Team to identify and develop service skills that will improve associate interactions utilizing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Measure and monitor service levels and assure that the business receives the maximum benefit and value from Service Delivery functions at an optimized cost
• Provide support in the implementation of standardized policies and practices that are associated with HR Solution Center to create departmental efficiencies and excellent customer service.
• Produce reports and analyze data on service level to find issues and work with HR Solution Center Manager to resolve the issues. Also identify areas of improvement and work with HR Solution Center Manager to implement improvements.
• Partner with Compliance and legal to report and resolve any compliance issues, implement new requirements, review, and document processes to ensure they meet regulated compliance requirements
• Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority
• Ensure Knowledge base documentations are updated and maintained accurately in a timely manner
• Performs scheduled and ad hoc quality assurance audits in order to improve employee experience.
• Evaluate case management tool catalog items on a regular basis and work with IS team to add new, updated existing or remove unused catalog items.
• n/a In addition to the above, standard management level responsibilities may include directing and supervising assigned personnel, conducting performance appraisals, scheduling, and training. Makes decisions on hiring, transfers, firing, and departmental goals. Carries out entity and system level strategy, fosters a culture of continuous improvement, and promotes the standards of respect. Ensures compliance with regulatory agencies and all health and safety programs.
• n/a All other duties as assigned.

Position Qualifications:

License/Certification/Education:

Required:

• Bachelor's Degree and a minimum 4 years of combined HR experience to include expertise in HR Solution Center plus deep multi-function HR expertise (e.g., compensation, recruiting, payroll, benefits, learning, etc.)

Experience/Skill:

Required:

• Knowledge of leading practices, external trends, principles, and methods in HR operations. Successful record of building and improving operational processes and procedures, ability to drive program efficiency and high levels of customer satisfaction
• Demonstrated problem-solving and decision-making skills
• Experience with continuous improvement methodologies, project management, and process documentation skills
• Ability to influence, partner and develop productive relationships with senior HR leadership and other parties to deliver a consistent employee experience
• Ability to lead and develop high performing teams of resources across multiple HR functions
• Analytical and data-driven, leveraging data available to ensure initiatives are fact-based and drive business outcomes
• Ability to work effectively in an environment subject to changing priorities and short deadlines
• Ability to present data and recommendations in a meaningful way
• Ability to define and communicate goals and develop action plans when needed
• Ability to handle sensitive and highly personal information on a daily basis and maintain confidentiality

Preferred:

• Working knowledge of state and federal employment laws
• Functional knowledge of Workday

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Worcester, MA 01606: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: Hybrid remote in Worcester, MA 01606