HR Solution Center Lead — Service Excellence

University of Kentucky; Lexington (VA); On-site; USD 48,000 - 80,000; Full time

Benefits offered by this job

Exceptional Benefits

Job summary

The University of Kentucky is seeking an HR Solution Center Supervisor to lead the HR Solution Center and deliver high-quality, consistent customer service. This role supervises daily inquiry operations, owns inquiry-management workflows, and partners with HR Centers of Expertise to continuously improve processes and knowledge resources.

The position is full-time and located in Lexington, KY. It requires a BA and 4 years of related experience, with a focus on leadership, process optimization,

Qualifications

• Bachelor's degree required.
• 4 years of related experience required.
• Strong leadership and coaching capabilities.
• Ability to analyze operational metrics and drive improvements.

Responsibilities

• Lead and supervise HR Solution Center staff, including scheduling, workload, onboarding, coaching, and performance discussions.
• Monitor service levels, productivity, quality, and customer satisfaction to ensure excellent support.
• Develop and govern inquiry-management workflows, procedures, standards, escalation paths, and quality controls.
• Review cases for accuracy, compliance, and adherence to service standards; escalate complex inquiries as needed.
• Drive change management for new processes, including staff training and adoption of changes.
• Identify trends and automate opportunities; translate feedback into practical improvements.

Skills

Leadership

Coaching

Analytical thinking

Customer service

Data interpretation

Process improvement

Collaboration

Education

BA

Job description

The University of Kentucky is seeking an HR Solution Center Supervisor to lead the HR Solution Center and deliver high-quality, consistent customer service. This role supervises daily inquiry operations, owns inquiry-management workflows, and partners with HR Centers of Expertise to continuously improve processes and knowledge resources.

The position is full-time and located in Lexington, KY. It requires a BA and 4 years of related experience, with a focus on leadership, process optimization,