HRSC 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 ongoing development and growth of team members.
• Proactively monitor ticket volume, backlog, and workday tasks and distribute work accordingly 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 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 to investigate and uncover root for cause 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, maintains the team standards, and holds team accountable.

• Performs complex administrative transactions, participates as actor in workflows, audits and in some cases, data maintenance of HR Data.
• Proactively runs status reports and checks for case updates on vendor's systems. Develops tracking and reporting framework; produces regular, timely reporting and analysis to key stakeholders.
• Identifies, researches, troubleshoots, and provides guidance to stakeholders regarding the execution of business process within our BH HR Systems.
• Responsible for the preparation of documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.
• Leads trainings for newly hired employees on HR policies, internal procedures and regulations.
• Responsible in partnership with HR Manager to ensure our case management tools are working effectively, efficiently, and are updated on a frequent basis.

• Ensures team members properly document interactions in the Case Management tool.
• Continually evaluates knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers.
• Leads continuous improvement workshops and projects.
• Identifies and leads 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.
• Responsible for maintaining 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.
• Supports 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.

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

• Bachelor's Degree required (in Human Resources, Communications, or Business preferred) or 1-2 year of equivalent HR experience without degree.
• 3 years Human Resources experience required, at least 1 year experience of management preferred.
• 3 years 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 of 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.