Supervisor, HR Service Center

Comcast

1d

About The Position

Comcast, a Fortune 50 leader in media and technology, is seeking a Supervisor for its HR Service Center. This role is responsible for overseeing the daily operations of the HR Shared Service Center, acting as a key escalation point for complex employee inquiries related to benefit programs, HR policies, and payroll. The Supervisor will provide guidance and resolution, manage a team of Specialists and Consultants, and be accountable for their performance management and evaluation. The position involves directing the work of two or more full-time employees to ensure operational and organizational objectives are met.

Requirements

• Skills: Automation
• Skills: Coaching
• Skills: Customer Escalation
• Skills: Customer Experience (CX)
• Skills: Operational Workforce Planning
• Education: Bachelor's Degree (preferred, or combination of coursework and experience, or extensive related professional experience)
• Relevant Work Experience: 2-5 Years

Responsibilities

• Serves as the primary escalation point for complex or sensitive employee inquiries that exceed the scope, authority, or experience of frontline team members.
• Provides ongoing coaching and consultation Specialists and Consultants, both individually and in group settings, to enhance service delivery, customer experience, and accurate application of new or revised HR policies, procedures, and programs at the local, regional, and national levels.
• Oversees daily workload distribution and workstream prioritization to ensure efficient and timely handling of incoming volume; adjusts staffing plans, objectives, and assignments as needed to meet service level expectations.
• Interprets and operationalizes broader Human Resources policies, programs, and initiatives to support organizational and business needs within the HR Shared Services environment.
• Contributes to the development, implementation, and continuous improvement of operational policies and procedures affecting HR Shared Services; recommends and supports process enhancements and operational changes.
• Monitors individual and team performance metrics to ensure quality, accuracy, consistency, and compliance with established service standards; conducts performance evaluations and delivers coaching, training, and corrective action as appropriate.
• Analyzes Net Promoter Score (NPS) and employee feedback to identify trends, make data-driven recommendations, and drive continuous improvement.
• Exercises independent judgment and discretion in matters of significance, including employee performance management, escalation resolution, and operational decision-making.
• Maintains regular, reliable, and punctual attendance; demonstrates flexibility to work variable schedules, including nights, weekends, and overtime, as required to meet business needs.
• Performs other supervisory and operational duties as assigned to support departmental and organizational objectives.
• Other duties and responsibilities as assigned.
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Benefits

• Best-in-class Benefits
• Array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.
• Total Rewards (includes Base pay, Commission for sales positions, Bonus for non-sales positions)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager