Supervisor People Solution Center

Overview: The People Solutions Center serves as the main point of contact for employees who need assistance with HR-related questions or issues from employment offer through post-employment. This position is the immediate leader for People Solutions Center team members within their assigned scope. The supervisor will guide the team in quickly assessing user needs and utilizing system resources to accurately and efficiently provide direction or resolution to the employee and/or engage appropriate escalation resources for assistance. The Supervisor utilizes data to proactively assist in identifying trends and developing education materials for those we serve in partnership with the People Solutions Center Manager. The Supervisor is responsible for partnering with P&C Centers of Excellence and other areas of the organization to maintain accurate data in the knowledge base and to assess future needs. The Supervisor will provide guidance, management and development opportunities for the navigators and monitor employee performance through the use of metrics and observation. The People Solutions Center Supervisor will lead either the Pre-Boarding Team (including Orientation support) or the Workplace Team (which includes services such as general HR support and Leave & Disability). Responsibilities: Leads the Navigators by providing supervisory support, recognition, development and performance management. ?Supports a high volume of inbound employee and leader inquiries/requests with a demonstrated commitment to delivering exceptional customer service and problem resolution. Achieves relevant performance metrics and adheres to iCARE in all interactions. Leads the team in providing service recovery as needed. Identifies trends and recommends solutions. ?Routinely audits the work performed by the team to ensure accuracy of information, compliance with policies & regulations, and a high level of customer service. ?Applies documented procedures, policies, and practices to accurately research and respond to inquiries received. Stays current with understanding and knowledge of applicable laws and organization HR policies. ?Utilizes sound judgement to make appropriate determinations on resolutions needed and escalates as appropriate. Assists team members with partnerships across the organization. ?Utilizes tools and resources to monitor employee performance, center volumes and opportunities for improvement. Proactively maintains and updates the HR Knowledge Base and standard operating procedures for the work performed. ?Builds relationships with key stakeholders throughout the Centers of Excellence and the organization. Works with others to identify opportunities for collaboration and improve efficiencies. ?Partners with the People Solutions Center Manager on related contracts, system administration and vendor management. Qualifications: EDUCATION: Required: Bachelor?s Degree EXPERIENCE: Required: 5 years experience in Human Resources Preferred: Healthcare Human Resource or call center experience LICENSURE/CERTIFICATION/REGISTRY/LISTING: SHRM-CP or PHR or CCHR Required within 3 years of hire