(REMOTE) Supervisor, Human Resources Shared Services (HRSS) Tier 1 Contact Center Operations & Case Management

Trinity Health•Livonia, MI

3d•Remote

About The Position

Frontline, department-based role that supervises daily functions of assigned area(s). Provides clear direction & manages / advances people, processes, structures & / or programs that support direct / indirect care. Demonstrates behaviors in alignment with culture & creates / supports comprehensive strategies & measures progress to achieve desired outcomes. Essential Functions Our Trinity Health Culture: Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions. Work Focus: Responsible for the daily operations & the oversight of staff. Supervisors work in collaboration with department managers to manage staff & department effectively. Participates in & contributes to the performance management/review process. Implements departmental plans & priorities identified by accountable leaders. May participate & recommend in the hiring & selection process. Responds promptly & directly to meet or exceed customers’ needs. Process Focus: Follows standards of performance & work processes in designated areas. Coordinates staff scheduling & assignment. Reviews & approves administrative functions (time, payroll, expense).Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards. Communication: Employs effective & respectful written, verbal & nonverbal communications; Develops an environment of mutual confidence & trust through collaborative relationships; Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives; Proactively recognizes, addresses & / or escalates organizational, operational, or team conflicts. Environment: Performs work in an environmentally safe, professional & healthy manner; Self-monitors & initiates corrections and/or seeks guidance when needed. Demonstrates flexibility & self-direction by responding as a team player. Helps to create a positive work environment that promotes productivity. Accountable for continuous self-development & supporting the growth of others. Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices. Functional Role (not inclusive of titles or advancement career progression) Coaching & Performance Development Use Quality Assurance results, First Contact Resolution trends, call/case reviews, and case survey feedback to drive personalized coaching. Operational Excellence Ensure service level targets are met or exceeded for case resolution, call handling, and response time. Monitor case queues and call volumes daily to ensure workload balance and timely follow-up. Partner with leadership to review workload to make scheduling and real-time staffing adjustments. Analyze trends in repeat contacts and unresolved cases; partner with Tier II and Knowledge teams to remove friction points and improve first-touch outcomes. Leverage data and trends to proactively address case backlogs, handle seasonal/cyclical volumes, and mitigate risks. Colleague Experience & Service Ownership Own the resolution experience by minimizing handoffs, championing Tier 0/self-service where appropriate, and driving a seamless support model. Review Voice of the Colleague data and post-case survey feedback to identify pain points and improvement opportunities. Serves as a go-to resource for team members on complex or escalated cases, queue monitoring, workload balancing, resolving concerns, and identifying root causes. Must be able to travel to the various Trinity Health sites 25% as needed. Training & Knowledge Development Maintain and contribute to the upkeep of knowledge articles and SOPs. Capture and escalate systemic issues or process gaps to HR COEs or Technology Information System partners. Partner with Total Rewards (TR), Talent Acquisition (TA), Payroll, and other HR functions to improve processes and service delivery. Collaborate with Tier 0 and Tier II teams to optimize self-service content and reduce repeat or avoidable contacts. Stakeholder Management Represent Tier I support in cross-functional working groups with Ministries or pilots (e.g., new policy rollouts, platform transitions).

Requirements

Must possess a comprehensive knowledge of Human Resources, as normally obtained through a bachelor's degree in a field requiring analysis, at least 4+ years of progressively more responsible related work experience, & / or an equivalent combination of education & experience.
Must possess considerable & in-depth knowledge of benefits, well-being, payroll, and other HR laws and regulations.
Prior experience with customer service, phone support, coaching or mentoring teams, HR or contact center case management, project leadership, or a related field.
Minimum of two + years of experience leading high-performing teams.
Experience leading in a remote and onsite environment.
Must be able to travel to the various Trinity Health sites 25% as needed.

Nice To Haves

Bachelor’s degree
HR Certification from an accredited body
Proficient in HR case management and contact center technologies.
Familiarity with AI-driven tools for HR service enhancement.
Data-driven leadership experience, using analytics to identify performance trends and drive improvement.
Advanced coaching and performance management training.
Proven success in driving operational excellence (e.g, documented improvements in handling time, first contact resolution rates, and engagement scores).

Responsibilities

Use Quality Assurance results, First Contact Resolution trends, call/case reviews, and case survey feedback to drive personalized coaching.
Ensure service level targets are met or exceeded for case resolution, call handling, and response time.
Monitor case queues and call volumes daily to ensure workload balance and timely follow-up.
Partner with leadership to review workload to make scheduling and real-time staffing adjustments.
Analyze trends in repeat contacts and unresolved cases; partner with Tier II and Knowledge teams to remove friction points and improve first-touch outcomes.
Leverage data and trends to proactively address case backlogs, handle seasonal/cyclical volumes, and mitigate risks.
Own the resolution experience by minimizing handoffs, championing Tier 0/self-service where appropriate, and driving a seamless support model.
Review Voice of the Colleague data and post-case survey feedback to identify pain points and improvement opportunities.
Serves as a go-to resource for team members on complex or escalated cases, queue monitoring, workload balancing, resolving concerns, and identifying root causes.
Maintain and contribute to the upkeep of knowledge articles and SOPs.
Capture and escalate systemic issues or process gaps to HR COEs or Technology Information System partners.
Partner with Total Rewards (TR), Talent Acquisition (TA), Payroll, and other HR functions to improve processes and service delivery.
Collaborate with Tier 0 and Tier II teams to optimize self-service content and reduce repeat or avoidable contacts.
Represent Tier I support in cross-functional working groups with Ministries or pilots (e.g., new policy rollouts, platform transitions).