Supervisor, HR Service Desk

Purpose of Job

The Shared Success Center HR Service Desk Supervisor oversees a team of HR Representatives and ensures accurate and timely responses to inquiries and processing of transactions, with a great employee experience.

Job Duties and Responsibilities (Essential Job Functions)

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

1. Recruit, lead, manage, and motivate a team of HR service desk representatives; providing guidance, support, and regular performance feedback. (40-60%)
2. Train and perform quality assurance to enhance the team's skills and knowledge. (10-25%)
3. Ensure excellent customer service and resolution of HR-related inquiries that adhere to service level agreements (SLAs). (10-25%)
4. Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions. (5-10%)
5. Continuously assess and improve service desk processes and workflows, leveraging technology and automation where appropriate.
6. Maintain the confidentiality and security of sensitive HR data and information. (1-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education:

• Bachelor's degree or equivalent experience.

 Experience:

• 5 years of broad HR experience.
• 1-3 years of supervisory experience.

 Knowledge and Skills:

• Familiarity with the HR Service Delivery model.
• Strong knowledge of HR processes and policies.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Proficiency in HRIS (Human Resources Information System) and ticketing systems.
• Strong problem-solving and analytical abilities.
• Knowledge of data privacy and compliance regulations.
• Continuous improvement mindset and the ability to adapt to evolving HR technologies and practices.
• Demonstrated success in a shared service center environment, preferred.

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):

• HR certification (e.g., PHR, SPHR, SHRM-CP, or SHRM-SCP).

Equal Opportunity Employer