Customer Service Supervisor

The Commonwealth of Massachusetts Executive Branch is one of the state's largest employers with over 46,000 employees that span 11 secretariats and 70 plus agencies.  From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities.  The Commonwealth is looking for leaders, thinkers, creators, and innovators. We are a diverse workforce that reflects the diverse population that we serve. 

The mission of the Human Resources Division (HRD) is to attract, develop and retain a high performing workforce to ensure the delivery of constituent services across the Commonwealth.

POSITION SUMMARY

The MassHR Employee Service Center (ESC) is a customer service driven organization which provides a single point of contact for HR services within the Commonwealth.  Current service offerings include Employee Self-Service support, employee pay and profile inquiry management and transaction processing, MassCareers support, Performance and Career Enhancement system MassAchieve, MassPerform and Employee Performance Review System (EPRS) support, Tuition Remission and Public Service Loan Forgiveness (PSLF) processing and Extended Illness Leave Bank (EILB) open enrollment processing.

The ESC Customer Service Supervisor is responsible for managing the day-to-day functions of the ESC, MassCareers, Contact Center and/or Processing team. The Customer Service Supervisor will review and monitor progress and performance of staff activities to maintain and enhance customer relationships and meet organizational and operational objectives.

GENERAL DUTIES AND RESPONSIBILITIES

• Ensures a high standard of HR professionalism in all Customer Service Center interactions.
• Review and resolve all inquiries escalated by staff.
• Maintain internal job aids to assist the team in researching complex inquiries.
• Serves as a subject matter expert for the Commonwealth Employee Self Service processes and advocates standardized adoption of practices across Secretariats and Agencies.
• Monitors and assures quality and accuracy of information communicated and recorded.
• Promotes open communication amongst team to proactively identify potential issues.
• Provides guidance in resolution of issues identified by specialists and customers.
• Organizes opportunities for employees to share knowledge, successful practices and lessons learned with colleagues.
• Initiates and ensures timely updates to knowledge management repositories (FAQs, desktop procedures, call scripts).
• Prioritizes required tasks according to business needs to ensure effective and timely completion.
• Ensures employees utilize appropriate technology, processes, and people to deliver services to customers efficiently and effectively.
• Facilitates identification and implementation of continuous improvement opportunities.
• Conducts cross-functional training to foster standardized processes and breadth of employee knowledge on Commonwealth time reporting processes.
• Coordinates cross-functional work teams to identify, develop solutions, and/or improve the functional area/system processes and procedures.
• Assures compliance with Commonwealth policies and procedures in each customer interaction.
• Assures protection of employee confidential inform