HR Service Center Supervisor

Bright Horizons Children's Centers; Alabama Port (AL); Remote; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated HR Manager to oversee a team of HR Service Center Coordinators. This remote role involves ensuring efficient operations, managing performance, and driving accountability within the team. You'll be the primary liaison for HR-related inquiries, focusing on enhancing customer service and operational efficiency. Ideal candidates will possess strong interpersonal skills and a background in HR management. Join this innovative firm and contribute to a culture that values growth, collaboration, and excellence in service delivery.

Benefits

Health Insurance

Dental Insurance

401K

Paid Time Off

Holidays

Qualifications

• Bachelor's degree in HR, Communications, or Business required.
• 3+ years of HR experience, with management experience preferred.

Responsibilities

• Supervise HR Service Center Coordinators and manage performance.
• Ensure high-quality customer service and resolve employee concerns.
• Lead onboarding and training for new team members.

Skills

Interpersonal Skills

Customer Service

Problem-Solving

Effective Communication

Time Management

Education

Bachelor's Degree in Human Resources

Equivalent HR Experience

Tools

Microsoft Office Suite

SaaS HR Systems

Job description

Supervises a team of HR Service Center Coordinators and/or Specialists responsible for administration and customer support related to end-to-end HR policies and procedures. Ensures the efficient and effective operation of their respective team.

Essential Functions/Responsibilities

Supervisory

• Provide management and direction for the team, driving accountability. Responsible for performance management, hiring, and compensation decisions. Focus on the development and growth of team members.
• Monitor ticket volume, backlog, and workday tasks proactively, distributing work to maintain SLAs.
• Oversee onboarding, training, and coaching of new team members.
• Ensure high-quality customer service delivery, providing ongoing guidance and feedback.
• Manage team schedules to ensure appropriate coverage.
• Follow-up with dissatisfied customers to address concerns and incorporate feedback into process improvements.

Customer Service

• Act as the primary liaison between COEs, Payroll, HRIS, and as an escalation point for Coordinators and serious employee concerns.
• Investigate issues to identify root causes and suggest process improvements.
• Update HRSC documentation and quick descriptions to better respond to employee inquiries.
• Ensure the team maintains high customer service standards and accountability.

System/Transactional Support

• Perform complex administrative transactions, participate in workflows, audits, and data maintenance within HR systems.
• Generate reports and track case updates; develop reporting frameworks for stakeholders.
• Research and troubleshoot issues related to HR business processes.
• Prepare documentation, job aids, and communications for internal and stakeholder use.
• Lead training for new employees on HR policies and procedures.
• Partner with HR Manager to ensure case management tools are effective and up-to-date.

Process

• Ensure proper documentation of interactions in case management tools.
• Evaluate and update knowledge management resources regularly.
• Lead continuous improvement initiatives and projects.
• Identify opportunities to enhance customer service and operational efficiency.
• Develop analytics to measure service quality and HR impact.
• Support the transition of new responsibilities to the HR Service Center.
• Maintain the Service Center Catalog for accuracy.

Team/Culture

• Ensure compliance with policies and fair treatment aligned with HEART Principles.
• Share knowledge and best practices across the team.
• Maintain enthusiasm and commitment to Bright Horizons' mission and values.
• Perform other responsibilities as assigned.

Decision Making

• Exercise discretion and independent judgment on significant matters.

Job Requirements - Education/Experience

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

Additional Job Requirements

• Strong interpersonal and customer service skills.
• Effective communication in oral and written forms.
• Patience, empathy, and positivity.
• Problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency in Microsoft Office Suite.
• Knowledge of SaaS HR systems (preferred).
• Bi-lingual skills are a plus but not required.

This is a remote exempt role with a salary range of $60-70K annually, including health, dental, 401K, paid time off, holidays, and other benefits.