Supervisor

ABM's HR Service Center team provides personalized support to team members across the globe for HR-related programs (e.g., onboarding, payroll, benefits, time off, HR systems, etc.). The HR Service Center Supervisor is responsible for ensuring unmatched service for our team members and leaders, as the HR Service Center is often the first point of contact for HR support. Success in this role requires an emphasis on consistently reviewing and improving HR Service Center strategies through process improvements, opportunities to leverage current and/or emerging technologies, innovative solutions, feedback from the business, and the overall team member experience.

If you thrive in a fast-paced environment where you can utilize data, drive decisions while influencing stakeholders, and are passionate about your team and the employee experience, this is the perfect opportunity for you!

ESSENTIAL FUNCTIONS

• Supervise the HR Service Center team, providing guidance to direct reports to ensure team member and compliance-related requests and requirements are met timely, with a high degree of accuracy and reliability
• Coach, mentor, inspire, and motivate the HR Service Center team to develop talent and build operational excellence
• Ensure that a high level of customer service delivery is provided through training, understanding customer needs, establishing standards of performance, and ensuring delivery of service is effective and efficient
• Set goals and facilitate growth to meet individual career goals, motivational needs, and organizational opportunities
• Assign, prioritize, and monitor daily activities of the team, ensuring proper alignment of resources and skillsets for the demand
• Leverage available technologies for case and call management, and quality monitoring
• Daily review of open cases to ensure requests are being triaged, assigned, and resolved in a correct and timely manner
• Collaborate with management to develop and track team performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and metrics to ensure service and quality standards are met
• Diagnose problems, identify procedural irregularities, and drive appropriate solutions to address issues and trends
• Leverage data and reports to influence the business to embrace change positively
• Serve as the point of contact for escalations, assessing risk, and determining the most appropriate path forward to resolution
• Support a culture of continuous improvement through the definition of best-in-class HR contact center processes and workflows
• Build partnerships and solicit feedback from HR partners and stakeholders to define and develop flexible, automated, and scalable processes and practices, focused on creating a seamless team member experience
• Maintain confidentiality of sensitive information; ensure compliance with HIPAA and privacy laws
• Participate in special projects, systems testing, audits, hearings/depositions, and other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent required; Bachelor's degree and/or certification in HR preferred
• 5 years of related service center experience required in human resources, customer service, and solution center delivery
• 2 years' experience leading a direct team with a passion for people
• Broad HR knowledge that spans multiple areas, including payroll and benefits
• Solid technical aptitude; experience with Oracle Cloud applications highly desirable
• Experience with call center telephony and case management systems required; Cisco and ServiceNow experience preferred
• Proficient with MS Office software (Word, Excel, PowerPoint)
• Demonstrated drive to support a team through business transformation and complicated HR cases/systems, while also supporting their personal and professional development
• Strong analytical skills, including an understanding of metrics to support plans and monitor performance
• Strong work ethic with high integrity and commitment to customer service
• Comfort with ambiguity, autonomy, and responsibility; passion for figuring out what needs to be done and making it happen
• Proven problem-solving capability combined with the ability to examine procedures, design new strategies, and develop sound protocols
• Excellent and dynamic verbal, written, and interpersonal communication skills; must be capable of communicating information effectively to diverse audiences in a virtual and in-person environment
• Experience establishing collaborative relationships with multiple stakeholders and ability to provide empathetic support to team members
• Organized, detail oriented, and able to manage multiple priorities in a fast-paced environment
• Creative thinker with confidence and composure to work with leaders at all levels
• Demonstrated ability to maintain confidentiality and handle sensitive situations with solid judgement and discretion
• Bilingual English/Spanish preferred

*Hybrid workways at Sugar Land office. Subject to change, per leadership direction.