Remote HR Service Center Leader

Bright Horizons Children's Centers; Dallas (TX); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health, dental, 401K and other

Paid time off and holidays

Job summary

Bright Horizons Children's Centers is seeking an HR Service Center Supervisor to lead a team delivering employee and manager support across HR policies and procedures. You will steer operations, drive service levels, and collaborate with COE, Payroll, and HRIS to optimize workflows.

The role requires strong leadership, HR experience, and a commitment to customer service excellence. It is remote and full-time, offering pay in the $60k–$70k range plus benefits.

Qualifications

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

Responsibilities

• Provide overall management and direction for the team and drive team accountability.
• Proactively monitor ticket volume, backlog, and workday tasks and distribute work accordingly in order to maintain SLA's.
• Responsible for the orientation, training, and coaching of new team members.
• Ensure team delivers high quality customer service, providing ongoing guidance and feedback as necessary.
• Responsible for assuring team's schedule provides appropriate coverage for the service center.
• Follow-up with dissatisfied customers to ensure their concerns are heard and that their feedback is brought back to the HR Service Center for customer service and process improvement consideration.
• Serve as the main liaison between COE's, Payroll, HRIS, etc., and as the main escalation point for Coordinators, and an escalation point for serious employee concerns.
• Help to investigate and uncover root for cause for issues, and suggest solutions to optimize processes and procedures.
• Review/update HRSC wording and quick descriptions to better respond to employee questions.
• Ensure the team is providing excellent customer service, maintains the team standards, and holds team accountable.
• Performs complex administrative transactions, participates as actor in workflows, audits and in some cases, data maintenance of HR Data.
• Proactively runs status reports and checks for case updates on vendor's systems. Develops tracking and reporting framework; produces regular, timely reporting and analysis to key stakeholders.
• Identifies researches, troubleshoots, and provides guidance to stakeholders as it relates to the execution of business process within our BH HR Systems.
• Responsible for the preparation of documents, job aids, and communications to meet the needs of both internal HR and other stakeholder groups.
• Leads trainings for newly hired employees on HR policies, internal procedures and regulations.
• Responsible in partnership with HR Manager to ensure our case management tools are working effectively, efficiently, and are updated on a frequent basis.

Skills

Interpersonal skills

Customer service

Effective written and verbal comm

Problem-solving

Time management / multitasking

SaaS HR systems knowledge

Microsoft Office proficiency

Bilingual helpful

Education

Bachelor's Degree in HR, Communications, or Business

3 years HR experience

1 year management experience

3 years customer service experience

Tools

Workday

CSOD

Workforce Solutions

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Bright Horizons Children's Centers is seeking an HR Service Center Supervisor to lead a team delivering employee and manager support across HR policies and procedures. You will steer operations, drive service levels, and collaborate with COE, Payroll, and HRIS to optimize workflows.

The role requires strong leadership, HR experience, and a commitment to customer service excellence. It is remote and full-time, offering pay in the $60k–$70k range plus benefits.