Supervisor, Employee Services Center

Seeking an opportunity to guide a dedicated team and drive efficient HR operations? As the Employee Services Center Supervisor of Processing Administration, you will oversee the daily execution of Spectrum’s Employee Services Center’s processing programs, ensuring service quality and timely reporting. By leveraging your team management skills, you will maintain high standards for client responsiveness and help achieve departmental goals that shape the employee experience.

How You’ll Make an Impact

• 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

Working Conditions

• Office environment with minimal travel up to 15%

What You’ll Bring to Spectrum

Required Qualifications

Education

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

Experience

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

Skills

• 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

Preferred Qualifications

Experience

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