Employee Solution Center Supervisor

Description

Summary of Position

The HR Employee Solution Center Supervisor oversees daily operations of the Employee Solution Center, ensuring efficient, accurate, and customer-focused HR service delivery across the organization. This role provides leadership, coaching, and operational oversight to ESC staff while advancing service excellence, process improvement, and compliance with company policies and employment regulations.

Key Responsibilities/Skills

• Supervise daily ESC activities and ensure timely completion of employee and manager requests. (20%)

• Monitor service metrics, workload distribution, case resolution, and service-level performance. (15%)

• Serve as an escalation point for complex employee relations, policy, payroll, benefits, and HR process inquiries. (15%)

• Coach, train, and manage the performance and development of ESC team members. (15%)

• Standardize HR processes and customer service practices to deliver a consistent employee experience. (10%)

• Partner with the Employee Solution Center Manager and cross-functional teams to resolve issues and support workforce changes. (10%)

• Maintain policies, procedures, knowledge articles, and standard operating procedures and identify improvement opportunities. (10%)

Analyze service data and support system enhancements, testing, reporting, and process automation. (5%)

Functional Competencies for Success

• Customer focus

• Leadership and team development

• Operational excellence and accountability

• Collaboration and communication

• Problem solving and change management

Education and Experience

• Education: Bachelor's degree in Human Resources, Business Administration, Organizational Leadership, or a related field.

• Experience: 5-7 years of progressive HR experience, including HR operations, employee services, or shared services experience.

• Preferred Qualifications: Experience leading or working in HR Shared Services; process improvement or service delivery enhancement experience; knowledge of case management and self-service technologies; support of multi-state workforces; familiarity with HR metrics and continuous improvement methods; PHR, SHRM-CP, or equivalent preferred.

People Leadership Responsibilities

Typically supervises 3-8 ESC Coordinators, Specialists, or Analysts. Responsibilities include workload assignment, coaching, training, performance management, employee development, hiring support, and day-to-day operational decisions. No direct budget responsibility, but the role may provide input to resource planning.

Physical Requirements

Sedentary office work with frequent sitting, speaking, reading, hearing, manual dexterity, and computer use. Occasional standing, walking, reaching, and lifting or carrying materials up to 10 pounds. Reasonable accommodations may be provided to enable qualified individuals to perform the essential functions of the position.

Licenses and Certifications

Not required. PHR, SHRM-CP, or equivalent certification preferred and may be required based on business needs.

Work Environment

Home-office environment supporting employees across multiple states and business units. Requires prolonged computer and telephone use, frequent collaboration with HR and business partners, protection of confidential information, and responsiveness during high-volume periods and organizational changes.

Important Information for Applicants:

• Asplundh Tree Expert, LLC and its family of companies are Equal Opportunity Employers. We consider all qualified applicants without regard to any legally protected characteristic.

• If you require reasonable accommodation during the application or hiring process, please contact our ADA Coordinator at 1-800-248-8733, ext. 3656.

• Employment offers are contingent upon successful completion of applicable pre-employment requirements, which include background screening, drug testing, and employment eligibility verification.

• Compensation determination is based on market data, job scope and individual qualifications.

• We offer a competitive total rewards package inclusive of health and welfare and retirement benefits, as well as paid time off and holiday pay benefits.

• Unsolicited resumes without an executed agency agreement become the property of the company.