What are the responsibilities and job description for the Employee Service Center Supervisor position at RELAY RESOURCES?
Not just work. Meaningful work.
Our mission is to cultivate meaningful work for people with disabilities. We encourage people with a disability and/or a Preferred Worker Card to apply.
Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.
Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.
Relay Core Competencies
Focus on Strengths
Prioritize Informed Action
Communicate Clearly
Champion Disability Inclusion
Build Supportive Relationships
Key Responsibilities
Service Delivery & Operations
• Lead day-to-day operations of the Employee Service Center, ensuring timely and accurate resolution of employee inquiries
• Drive first-contact resolution through effective workflows, tools, and team capability
• Establish and manage service level agreements (SLAs), including response and resolution times
• Ensure consistent application of HR policies, procedures, and service standards
• Monitor and improve employee satisfaction with service center interactions
Process Improvement & Quality Assurance
• Design, implement, and continuously improve standardized HR workflows and SOPs
• Lead process improvement initiatives to increase efficiency and reduce administrative burden on HRBPs
• Supervise quality assurance processes to ensure accuracy in HR transactions and data entry
• Maintain and enhance knowledge base content to support consistent service delivery.
Team Leadership & Development
• Lead, coach, and develop a team of HR Generalists to meet performance and service expectations
• Provide ongoing training and support to ensure team members can address a broad range of HR topics
• Manage team scheduling, workload distribution, and performance management
• Foster a service-oriented, inclusive, and continuous improvement culture.
Data & Systems Management
• Ensure accuracy and integrity of HR data within HRIS/ERP systems
• Monitor service center metrics and use data to drive decision-making and improvements
• Partner with HRIS and other teams to optimize system functionality and reporting
• Cross-Functional Collaboration
• Partner with HR Business Partners on escalations and complex employee cases
• Coordinate with Benefits, Payroll, HRIS, and Leave of Absence teams to ensure seamless service delivery
• Collaborate with Talent Acquisition and Learning & Development on onboarding and training-related inquiries
• Build strong relationships across HR to ensure alignment and trust in service center operations.
Qualifications
Education & Experience
• Bachelor’s degree in human resources, Business Administration, or related field (or equivalent experience)
• 5–7 years of progressive HR experience, including experience in shared services or HR operations
• 2 years of people management experience preferred.
Knowledge, Skills & Abilities
• Strong knowledge of HR shared services models and HR processes across the employee lifecycle
• Experience working with HRIS/ERP systems and managing data quality (UKG experience preferred)
• Proven ability to supervise teams, coach employees, and drive performance
• Strong process improvement and operational excellence mindset.
• Excellent problem-solving and decision-making skills
• Ability to balance efficiency with high-quality employee experience.
• Strong communication and stakeholder management skills.