HR Services Representative - Supervisor

The Pennsylvania State University; Ferguson Township (PA); Hybrid; USD 49,000 - 71,000; Full time

Benefits offered by this job

75% tuition discount

Flexible work arrangement

Job summary

The Pennsylvania State University is seeking an HR Services Representative - Supervisor to lead a team of HR Associates in a high-volume HR call center, serving as the first point of contact for HR inquiries and delivering exceptional customer service.

The role offers a flexible work arrangement combining remote and on-campus work, with responsibilities including coaching, supervising, handling complex inquiries, and partnering with HR teams to improve processes.

Qualifications

• Associate degree required, with 4+ years of relevant HR experience.
• Equivalent combination of education and experience accepted.

Responsibilities

• Hiring, training, coaching, and supervision of HR Services Associates.
• Investigating and resolving complex inquiries.
• Providing customers support in navigating HR systems.
• Initiating and/or responding to inquiries concerning non-routine HR issues.
• Completing FBI fingerprint clearance for Penn State employees.
• Interfacing with partner HR teams to identify improvements.
• Supporting a self-directed team through monitoring workload and coaching.
• Ensuring inquiries are handled with consistency and accuracy.
• Assisting with building a robust knowledge base.
• Using analytics to support the goals of the team and HR.

Skills

Leadership

Supervisory experience

Customer service

Communication

Training

Coaching

Confidentiality

Analytical skills

Knowledge base

Education

Associate Degree

Tools

Workday

Job description

Penn State Human Resources is currently seeking an HR Services Representative - Supervisor to help lead the efforts of a team of HR Associates in a high-volume HR call center, where they serve as the first point of contact for HR inquiries and provide exceptional customer service.

Responsibilities include:

• Hiring, training, coaching, and supervision of HR Services Associates
• Investigating and resolving complex inquiries
• Providing customers support in navigating HR systems
• Initiating and/or responding to inquiries concerning non-routine and unusual human resources issues (e.g., salary exceptions, job review questions, rejected medical claims, visa expiration, training needs, etc.)
• Completing the FBI fingerprint clearance for Penn State employees and student employees
• Interfacing with partner HR teams to identify process improvements, systems enhancements, knowledge resources, and communication needs
• Supporting a self-directed team through monitoring distribution of work and coaching for adjustments, as needed
• Ensuring inquiries are handled with consistency and accuracy
• Assisting with building a more robust knowledge base
• Using analytics to support the goals of the team and HR as a whole

This position offers a flexible work arrangement that combines remote and on-campus work. Questions related to flexible work should be directed to the hiring manager during the interview process.

The successful candidate must possess:

• Sensitivity in handling confidential information
• Strong leadership and supervisory skills
• Attention to detail
• Commitment to handling questions and concerns with speed, accuracy and professionalism
• Sound judgment and discretion in referring inquiries to other HR staff members or units
• Strong customer service and communication skills, both oral and written
• Ability to effectively learn, utilize, and train on new technologies
• Ability to prioritize and lead by example

Preferred qualifications:

• Experience working in a call center
• Supervisory experience
• Workday experience

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONS

• Associate Degree 4+ years of relevant experience; or an equivalent combination of education and experience accepted
• Required Certifications: None

BACKGROUND CHECKS/CLEARANCES

Employment with the University will require successful completion of background check(s) in accordance with University policies. Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITS

The salary range for this position, including all possible grades, is $49,188.00 - $71,340.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being.

In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time.

One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children.

For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473. Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university’s teaching, research, and service mission.

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