HR Services Representative - Supervisor

The Pennsylvania State University • University Park, FL

20h • Hybrid

About The Position

Penn State Human Resources is currently seeking an HR Services Representative - Supervisor to help lead the efforts of a team of HR Associates in a high-volume HR call center, where they serve as the first point of contact for HR inquiries and provide exceptional customer service. This position offers a flexible work arrangement that combines remote and on-campus work. Questions related to flexible work should be directed to the hiring manager during the interview process.

Requirements

• Sensitivity in handling confidential information
• Strong leadership and supervisory skills
• Attention to detail
• Commitment to handling questions and concerns with speed, accuracy and professionalism
• Sound judgment and discretion in referring inquiries to other HR staff members or units
• Strong customer service and communication skills, both oral and written
• Ability to effectively learn, utilize, and train on new technologies
• Ability to prioritize and lead by example
• Associate Degree
• 4+ years of relevant experience; or an equivalent combination of education and experience accepted
• Applicants must be authorized to work in the U.S.

Nice To Haves

• Experience working in a call center
• Supervisory experience
• Workday experience

Responsibilities

• Hiring, training, coaching, and supervision of HR Services Associates
• Investigating and resolving complex inquiries
• Providing customers support in navigating HR systems
• Initiating and/or responding to inquiries concerning non-routine and unusual human resources issues (e.g., salary exceptions, job review questions, rejected medical claims, visa expiration, training needs, etc.)
• Completing the FBI fingerprint clearance for Penn State employees and student employees
• Interfacing with partner HR teams to identify process improvements, systems enhancements, knowledge resources, and communication needs
• Supporting a self-directed team through monitoring distribution of work and coaching for adjustments, as needed
• Ensuring inquiries are handled with consistency and accuracy
• Assisting with building a more robust knowledge base
• Using analytics to support the goals of the team and HR as a whole

Benefits

• Comprehensive medical coverage
• Dental coverage
• Vision coverage
• Robust retirement plans
• Substantial paid time off which includes holidays, vacation and sick time
• 75% tuition discount, available to employees as well as eligible spouses and children

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree