HR Service Center Supervisor

Bright Horizons Children's Centers; Charleston (WV); Remote; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic HR Service Center Manager to lead a dedicated team. In this remote role, you will oversee the administration of HR policies, ensuring high-quality customer service delivery while driving team performance and development. The ideal candidate will have a strong background in human resources management and customer service, coupled with excellent interpersonal skills. This position offers a competitive salary and a comprehensive benefits package, making it an exciting opportunity for those looking to make a significant impact in the HR field.

Benefits

Health Insurance

Dental Insurance

401K Plan

Paid Time Off

Holidays

Qualifications

• Bachelor's Degree in HR, Communications, or Business required.
• Minimum of 3 years HR experience and 1 year management preferred.

Responsibilities

• Supervise HR Service Center team and ensure efficient operations.
• Serve as liaison between HR teams and manage escalated issues.
• Lead training sessions on HR policies and procedures.

Skills

Interpersonal Skills

Customer Service Skills

Effective Communication

Problem-Solving Skills

Time Management

Education

Bachelor's Degree in Human Resources

Equivalent HR Experience

Tools

Microsoft Office Suite

SaaS HR Solutions

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 overall management and direction for the team, driving accountability. Responsible for performance management, hiring, and compensation decisions. Foster ongoing development and growth of team members.

• Monitor ticket volume, backlog, and workday tasks proactively; distribute work to maintain SLAs.

• Oversee orientation, training, and coaching of new team members.

• Ensure high-quality customer service delivery, providing guidance and feedback as needed.

• Manage team schedules to ensure appropriate coverage for the service center.

• Follow up with dissatisfied customers to address concerns and gather feedback for service and process improvements.

Customer Service

• Serve as the primary liaison between COEs, Payroll, HRIS, etc., and act as the escalation point for Coordinators and serious employee concerns.

• Investigate issues, identify root causes, and suggest process improvements.

• Update HRSC documentation and quick responses to better address employee questions.

• Maintain team standards for customer service and accountability.

System/Transactional Support

• Perform complex administrative transactions, participate in workflows, audits, and data maintenance of HR data.

• Generate status reports, track case updates, and develop reporting frameworks for stakeholders.

• Troubleshoot and guide stakeholders on business processes within BH HR Systems.

• Prepare documents, job aids, and communications for internal and stakeholder use.

• Lead training sessions for new hires 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 the Case Management tool.

• Contribute to knowledge management tools and lead continuous improvement initiatives.

• Identify and lead efforts to enhance customer service and efficiency.

• Develop analytics to measure service quality, efficiency, and HR impact.

• Support transition of new responsibilities to the HR Service Center.

• Maintain accuracy of the Service Center Catalog regarding tasks and owners.

Team/Culture

• Ensure compliance with Bright Horizons policies and fairness aligned with HEART Principles.

• Share knowledge, information, and best practices across the Service Center.

• Maintain enthusiasm and support for 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 required (preferably in Human Resources, Communications, or Business) or 1-2 years of equivalent HR experience without a degree.

• Minimum of 3 years of Human Resources experience required; at least 1 year of management experience preferred.

• 3 years of customer service experience preferred.

Additional Job Requirements

• Strong interpersonal and customer service skills.

• Effective communication in oral and written forms.

• Patience, empathy, and positivity.

• Strong problem-solving skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

• Working knowledge of SaaS HR/Recruiting/Payroll/Time & Attendance solutions (preferred).

• Bi-lingual skills are helpful but not required.

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