HR Service Center Supervisor

Texas Health Resources•Arlington, TX

5d•Remote

About The Position

The Human Resources Service Center (HRSC) Supervisor oversees the daily operations and support of HR service center activities, which can include case management, document requests and management, and preboarding. The Supervisor ensures effective operations that are staffed to meet service levels and equipped to provide accurate and efficient service to meet performance indicators. The Supervisor will monitor calls and/or transactions to ensure quality and provide reporting that demonstrates the HRSC effectiveness. The Supervisor addresses escalations and takes action to improve processes/resources. Monitoring and utilizing data, along with direct feedback from HR operations and entity employees, the Supervisor provides coaching to HR Reps that highlight successes and address gaps in performance. The Supervisor will work with the HR Manager to implement measures for continuous improvement. The HRSC Supervisor will assist with planning, oversight, and documenting specified HR projects that impact the HRSC and HR Operations across the system.

Requirements

Highschool Diploma required or
Associates degree in Human Resources, Business Administration or relevant field required or
Bachelors degree Human Resources, Business Administration or relevant field required
6 years Relevant work experience in Human Resources, Data Analysis, Program/Case Management without a degree required or
4 years Relevant work experience in Human Resources, Data Analysis, Program/Case Management with an Associates degree required or
2 years Relevant work experience in Human Resources, Data Analysis, Program/Case Management with an Bachelors degree required

Nice To Haves

leadership (lead, supervisor, manager, etc) and call center experience preferred
PHR – Professional in Human Resources upon hire preferred
SPHR – Senior Professional in Human Resources upon hire preferred
SHRM-CP SHRM Certified Professional upon hire preferred
SHRM-SCP – SHRM Senior Certified Professional upon hire preferred
nationally recognized Human Resources related certification preferred

Responsibilities

Supervise Teams and Processes
Provide direction to employees of the HR Service Center which can include, but is not limited to, case management, document management, and preboarding.
Supply ongoing coaching and feedback to employees on the HRSC team, including annual performance reviews.
Monitor KPIs (Key Performance Indicators) to meet the prescribed SLAs.
Assist with and participate in the selection and hiring of potential team members.
Execute forecasting and scheduling functions and ensure staffing coverage meets workload needs and service levels, both long term and short term.
Supervise the candidate preboarding processes and ensure the HRSC creates effective, engaging processes to support hiring of employees timely and efficiently for the organization.
Supervise the case management process and system to ensure the timely resolution of calls/cases from Texas Health employees.
Oversee the document management process to ensure employee files are in compliance with legal regulations and Texas Health standards.
Support HRSC Functions
Prepare reports that demonstrate the performance of the team on a regular cadence, ensuring the HRSC support employee needs timely and efficiently.
Maintain the knowledge base and its articles to support the HRSC and provide answers for Texas Health employees.
Participate in continuous improvement initiatives to deliver high reliability. Promote continuous improvements in HR practices and identify analytics that demonstrate success of HRSC.
Work in partnership with the HRSC Manager, HRSC Dir, HR operations, and other key stakeholders to implement and monitor plans to ensure the current and future success of the organization.
Document new processes or process-based outcomes from project teams for the HRSC and their consumers.
Lead and manage change management best practices to support Texas Health initiatives.
Lead project teams to develop and deploy new standardized process and procedures in support of Texas Health initiatives.
Personal Growth/Community Involvement
Serve as an effective resource to various stakeholder, advisory, consumer and community groups.
Actively promote a positive public image of THR and responsive to the needs and desire of various stakeholders.
Manage own personal growth and learning and development.
Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.
Develop and maintain positive working relationships with leadership at THR System Service and entities.

Benefits

Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, Student Loan Repayment Program as well as several other benefits.
At Texas Health, our people make this a great place to work every day. Our inclusive, supportive, people-first, excellence-driven culture make Texas Health a great place to work.
A supportive, team environment with outstanding opportunities for growth.

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