Supervisor Employee Services Center

• Supervise and support Employee Services Center representatives providing Tier 2 escalation assistance to resolve complex issues efficiently
• Monitor client responsiveness and service quality ensuring department goals and Service Level Agreements are consistently met
• Maintain expertise in HR programs and policies resolving customer concerns and cross-training team members as needed
• Deliver regular status updates to management including root cause analysis and recommendations for process improvements
• Govern compliance performance using metrics analyze reports to identify issues and recommend actionable changes
• Foster strong relationships with HR business partners managers benefits recruiting legal and vendors to ensure compliance and service excellence
• Oversee timely and accurate disposition of pending employee program results by investigating discrepancies and following up with stakeholders
• Manage and navigate multiple business systems to ensure data integrity and confidentiality
• Provide performance feedback and support to representatives assisting with training interviews and scheduling needs for the team
• Ensure documentation is updated and maintained for all processes

• Office environment with minimal travel up to 15%

• Bachelor's degree in Business Administration Human Resources or related field or equivalent training education and experience

• Proven Human Resources experience - 5+ years
• Prior experience supervising or leading people and/or third-party vendors

• Ability to read write speak and understand English
• Ability to work a flexible schedule
• Ability to solve problems in a high-volume production-oriented environment
• Proficiency in Microsoft Office including Outlook Excel and Word
• Strong analytical and process skills with effective problem resolution abilities
• High attention to detail and organizational skills
• Clear and effective verbal and written communication
• Ability to maintain confidentiality
• Functional knowledge of Oracle People Central preferred
• Project management experience preferred

• Supervisory or leadership experience 1+
• Human Resources experience preferably in an HR Shared Services / operations center environment

What We Do

Our Product and Technology team creates develops and operates the nation’s fastest mobile service most reliable internet service most viewed live TV app and the most advanced WiFi serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together.   The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer architect engineer developer operator or data scientist.  We are creative disciplined hard-working complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

Why Work With Us

At Spectrum we continually refine technology process and structure. We are committed to delivering a superior network infrastructure the most competitive products and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.

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