Supervisor, Human Resource Service Center

Let Us Power Your Potential

Taylor Corporation is a dynamic, diversified company with big plans for the future ― and your career. We power our employees’ potential and strive to create opportunity and security for every member of the team. If you’re ready for something bigger ― more challenge, more variety, more pathways for professional growth ― we should talk. We’re passionate about our work, we believe there is always a better way, and we’re looking for people like you.

Ready to reach your potential? It’s time to look at Taylor.

Your Opportunity: Taylor Corporation is seeking an HR Service Center Supervisor to lead the HR service model by providing our employees and managers an exceptional customer experience by answering questions and problem resolution on HR policies and practices. The person in this role will lead the HR Service Delivery team (HRConnect) to deliver value add, end to end service on behalf of the HR function. They will lead a team delivering centralized HR transactional and operational support to the business. The services include answering customer questions throughout their employment lifecycle, with topics ranging from benefit coverage and eligibility, payroll processing, leave of absence, HR platform system navigation and general policy questions. While key customer experience attributes are the top priority, the team monitors and measures SLAs (service level agreements) related to efficiency, accuracy, timely response, first-call resolution and quality interactions.

Your Responsibilities:

• Continuously develop, implement and monitor initiatives and processes which ensure compassionate, accurate and timely delivery of HR processes, knowledge and advice to employees.
• Engage with related HR functions to ensure key deliverables and communicates are understood by the HRConnect team, and that appropriate process, knowledge flow, or training is in place to support a high level of quality and collaboration in service delivery.
• Leverage feedback and identify continuous improvement opportunities in service delivery processes, troubleshoot issues and deliver solutions to improve the function and customer satisfaction.
• Act as point of escalation to resolve complex and/or high-profile issues and collaborate with related HR functions, HR Business Partners, Legal or third parties to research and resolve issues or dispatch to the appropriate team.
• Ensure HR service delivery is in line with agreed upon KPI /SLAs and meets the requirements of related HR functions, business partners, and the wider business, constantly striving to improve the quality and customer experience.
• Develop, track, and report service performance measurements & customer satisfaction to ensure experience meets or exceeds service and quality standards.
• Must maintain a high standard of privacy and confidentiality.

You Must Have:

• Bachelor’s degree with 3+ years relevant experience within customer service or call center or the equivalent combination of education and experience
• 1+ year of experience in a supervisory/management role or relevant high-level individual contributor experience
• Experience managing data and developing processes

We Would Also Prefer:

• Working knowledge of Human Resource laws and regulations (state and federal)
• Bi-lingual skills are a plus

Skills/Abilities/Attributes Needed for Success in the Job:

• Skilled in customer service-oriented problem resolution while adhering to compliance/policy
• Ability to work collaboratively and constructively across the HR function as a champion of improved service levels
• Passion for data-driven continuous improvement
• Proven ability to develop, coach and mentor staff to build a high-performance culture
• Proven written and verbal communication skills
• End-to-end knowledge of HR operations and escalation points; efficient issue resolution and capability to seek resources
• Empathetic and compassionate listener and communicator
• High level of customer service skills
• Ability to problem solve and manage through periodic conflict resolution situations
• Be a collaborative team player across all areas of HR and other business partners
• Detail oriented and able to project manage
• Respond with a sense of urgency and able to escalate on sensitive matters

The anticipated annual salary range for this position is $75,000 – $85,000. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other