Supervisor, Employee Service Center

Who are we hiring?

This Supervisor Employee Service Center oversees the daily operations within the Employee Service Center, ensuring timely and accurate resolution of employee inquiries and issues.  The Supervisor has experience in call center or HR help desk management, a passion for employee service, and the ability to lead a team of Employee Service Center Representatives. The Supervisor provides guidance and serves as the primary point of contact for employee inquiries across multiple channels (phone, in-person, email, and ticketing). Flexibility in scheduling, strong relationship-building skills, and visibility within the venue are the keys to success in this role.

What will you do?

• Lead and mentor a team of Employee Service Center Representatives, ensuring efficient handling of employee inquiries, resolving complex issues, maintaining high service standards, and providing ongoing training and support to ensure optimal performance and customer satisfaction.
• Serve as the escalation point for complex or sensitive employee inquiries. Ensure efficient and accurate resolution of issues via phone, email, ticketing systems, and in-person support.
• Assist with Employee Service Center, scheduling, staffing concerns, missed clock-ins, schedule changes, and time and attendance issues.
• Support the onboarding process by assisting with new hire paperwork, i-9 verification, and providing orientation and training for new employees. ensuring a smooth and welcoming experience for all new hires.
• Collaborate with People Practices Business Partners to support other HR functions, including training and development initiatives, managing employee licenses and certifications, and assisting with disciplinary actions related to time and attendance.
• Partner with People Operations coordinators, managers, and other departments to ensure seamless communication and operational efficiency. Build strong relationships with venue management to proactively address employee concerns and improve processes.
• Provide on-site assistance to ensure smooth day-to-day operations within the Employee Service Center office. Perform administrative tasks as needed to maintain business continuity.

What do you need to succeed?

• A minimum of 3-5 years of experience in a customer service, call center, or HR help desk environment, with at least 1-2 years in a supervisory or lead role overseeing teams in a fast-paced, customer-focused environment.
• Strong understanding of HR processes, including payroll, attendance management, employee relations, and onboarding.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook) and experience using HRIS or ticketing systems (e.g., Oracle, ServiceNow, etc.).
• Excellent verbal and written communication skills, with the ability to handle sensitive and complex issues calmly and effectively. Skilled in de-escalating conflicts and maintaining professionalism under pressure.
• Proven ability to provide outstanding service to a diverse range of internal stakeholders, balancing empathy and efficiency in a fast-paced environment.
• Ability to manage multiple tasks, prioritize effectively, and maintain a high level of attention to detail while meeting deadlines.
• Strong problem-solving skills with the ability to think critically and make decisions quickly to resolve employee issues.
• Demonstrated ability to lead by example, provide coaching and feedback, and foster a positive, inclusive work environment for team members.

Special Requirements

• Flexibility: The standard hours for this role will be Monday-Friday 11:00am-7:00pm with the ability to work weekends, evenings, and holidays, based on event schedules and operational needs.
• Visibility: Must be highly visible within the venue, actively engaging with staff and leadership to build strong relationships across the organization.

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