HR Operations & Service Center Supervisor
About The Position
This role involves leading the daily operations of the HR Service Center, ensuring efficient phone coverage, managing ServiceNow queues, coordinating onboarding, processing ECF, balancing workloads, and meeting Service Level Agreements (SLAs). The supervisor will be the operational owner of HR4U, monitoring dashboards, workload distribution, quality, and key operational metrics. They will also provide coaching, accountability, mentoring, and development to HR Advisors through regular feedback and performance management. Collaboration with HR Business Partners, Centers of Excellence, HRIS, Payroll, and IT is crucial for integrated HR service delivery. The role includes owning operational reporting and dashboards, analyzing trends, and recommending improvements. Additionally, the supervisor will partner with HRIS to optimize systems like Lawson, Cornerstone, and ServiceNow, including workflows, automation, and reporting.
Requirements
- Bachelor's degree in HR, Business, or related field or equivalent years of work experience required.
- Minimum 2 years leading a high-volume Service Center, customer service operation, or call center required.
- Minimum 3 years in an Operations, Shared Services, or Service Center industry required.
- Experience with a ticketing system and reporting required.
- Demonstrated success leading technology adoption and organizational change required.
Nice To Haves
- Experience with Lawson, Cornerstone, creating dashboards, workflow management, and process improvement preferred.
Responsibilities
- Lead daily HR Service Center operations including phone coverage, ServiceNow queues, onboarding coordination, ECF processing, workload balancing, and SLA performance.
- Serve as the operational owner of HR4U by monitoring dashboards, workload distribution, quality, and operational metrics.
- Provide coaching, accountability, mentoring, and development for HR Advisors through regular feedback and performance management.
- Partner with HR Business Partners, Centers of Excellence, HRIS, Payroll, and IT to ensure integrated HR service delivery.
- Own operational reporting and dashboards; analyze trends and recommend improvements.
- Partner with HRIS to optimize Lawson, Cornerstone, ServiceNow, workflows, automation, and reporting.
Benefits
- medical insurance
- dental insurance
- vision insurance
- savings accounts
- voluntary benefits
- wellness programs and discounts
- paid life insurance
- generous 401(k) match
- adoption assistance
- back-up daycare
- free onsite parking
- recognition rewards
- fully paid tuition program
- generous tuition assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
