HR Service Center Supervisor

Supervises a team of HR Service Center Coordinators and/or Specialists responsible for administration and customer support for the business (employee & manager) when it comes to end‑to‑end HR policies and procedures. Ensures the efficient and effective operation of their respective team.

• Provide overall management and direction for the team and drive team accountability. Responsible for performance, hiring, and determining compensation for staff. Responsible for the ongoing development and growth of team members.

• Proactively monitor ticket volume, backlog, and Workday tasks and distribute work accordingly in order to maintain SLA's.

• Responsible for the orientation, training, and coaching of new team members.

• Ensure team delivers high‑quality customer service, providing ongoing guidance and feedback as necessary.

• Responsible for assuring the team's schedule provides appropriate coverage for the service center.

• Follow‑up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process‑improvement consideration.

• Serve as the main liaison between COE's, Payroll, HRIS, etc., and as the main escalation point for Coordinators, and an escalation point for serious employee concerns.

• Help investigate and uncover root causes for issues, and suggest solutions to optimize processes and procedures.

• Review/update HRSC wording and quick descriptions to better respond to employee questions.

• Ensure the team is providing excellent customer service, maintaining the team standards, and holding team accountable.

• Perform complex administrative transactions, participate as an actor in workflows, audit and in some cases, maintain HR data.

• Proactively run status reports and check for case updates on vendor systems. Develop a tracking and reporting framework; produce regular, timely reporting and analysis to key stakeholders.

• Identify, research, troubleshoot, and provide guidance to stakeholders regarding the execution of business processes within our BH HR systems.

• Prepare documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.

• Lead trainings for newly hired employees on HR policies, internal procedures, and regulations.

• Partner with the HR Manager to ensure case‑management tools work effectively, efficiently, and are updated on a frequent basis.

• Ensure team members properly document interactions in the Case Management tool.

• Continually evaluate knowledge‑management tools and contribute new, revised, or updated information to maintain accuracy and consistency in knowledge support of customers.

• Lead continuous‑improvement workshops and projects.

• Identify and lead efforts to improve customer‑service excellence and efficiency.

• Design, develop, and deliver analytics to measure customer‑service quality, efficiency, and broader HR impact.

• Support the transition of new responsibilities to the HR Service Center.

• Maintain the Service Center Catalog to ensure its accuracy related to tasks and owners.

• Ensure that all Bright Horizons' policies and procedures are followed and that employees are treated fairly in line with policies and our HEART Principles.

• Support the entire Service Center by sharing knowledge, information, and best practices.

• Maintain a high level of energy and enthusiasm for Bright Horizons Family Solutions, its mission, values, and philosophy.

• Other responsibilities, as assigned.

• Exercise discretion and independent judgment with respect to matters of significance.

• Bachelor's Degree required (in Human Resources, Communications, or Business preferred) or 1–2 years of equivalent HR experience without a degree.

• 3 years of Human Resources experience required, at least 1 year of management experience preferred.

• 3 years of customer service experience preferred.

• Strong interpersonal and customer‑service skills.

• Communicate effectively in both oral and written form.

• Exhibit patience, empathy, and positivity.

• Have strong problem‑solving skills.

• Ability to multi‑task, prioritize, and manage time effectively.

• Demonstrated proficiency with Microsoft Office Suite products:
  Excel, Word, PowerPoint, etc.

• Working knowledge of SaaS‑based HR/Recruiting/Payroll/Time & Attendance solutions (Workday, CSOD, Workforce Solutions) preferred.

• Bi‑lingual helpful, but not required.

Remote exempt role. Base pay range is $60‑70K yearly with health, dental, 401K, and other optional benefits plus paid time off and holidays.