ER Solutions Center Supervisor – Employee Relations

Sterling Jewelers Inc.; Akron (OH); On-site; USD 95,000 - 130,000; Full time

Job summary

Signet Jewelers Limited is a leading diamond jewelry retailer seeking an experienced HR leader to oversee the ER Solutions Center. You will manage call activity, case handling, and productivity across a large store network, while guiding a team of Specialists and Coordinators to deliver timely resolutions and guidance to Field Team Members.

You will design and implement quality assurance, training programs, and policies to ensure compliant, efficient operations.

Qualifications

• Experience in leading or supervising HR or employee relations teams is preferred.
• Knowledge of unemployment compensation processes, hearings, and appeals.
• Ability to manage cross-functional collaborations with Operations, Legal, and Loss Prevention.

Responsibilities

• Oversees daily call activity, case management, and productivity of the ER Solutions Center and team.
• Hires, trains, and supervises Specialists and Coordinators to provide resolutions and guidance to Field Team Members.
• Oversees quality assurance programs and establishes standards for employee interactions, monitoring, and training.
• Provides leadership and oversight of unemployment compensation programs, including claims, appeals, hearings, vendor management, and risk mitigation.
• Ensures compliance with applicable laws and company policies; conducts investigations and supports escalated issues.
• Monitors performance metrics, provides feedback and development, and conducts performance reviews.

Job description

Signet Jewelers Limited is a leading diamond jewelry retailer seeking an experienced HR leader to oversee the ER Solutions Center. You will manage call activity, case handling, and productivity across a large store network, while guiding a team of Specialists and Coordinators to deliver timely resolutions and guidance to Field Team Members.

You will design and implement quality assurance, training programs, and policies to ensure compliant, efficient operations.