Employee Service Center Supervisor

This is a Full Time Job

The Employee Service Center (ESC) Supervisor oversees daily operations within the Employee Service Center, owning HelpDesk performance, queue management, and service levels. The Supervisor manages ESC Leads, who directly support and guide Employee Service Center Representatives, while serving as the primary escalation point for complex employee issues. The Supervisor also partners with business leaders to strengthen process understanding, policy alignment, and the overall employee experience across event-driven venues.

What will you do?
• Manage and support ESC Leads, setting priorities, providing coaching, and ensuring Leads effectively guide and support Employee Service Representatives.
• Own HelpDesk operations, including queue management, SLA performance, workload distribution, and service metrics, ensuring timely and accurate resolution of employee inquiries.
• Serve as the primary escalation point for complex, sensitive, or high-impact employee inquiries, ensuring appropriate resolution and follow-through across all ESC communication channels.
• Partner with Leads to reinforce training initiatives, compliance expectations, and execution standards across the team.
• Oversee Employee Service Center support for scheduling, staffing concerns, missed clock-ins, schedule changes, and time and attendance issues ensuring alignment with policy, CBAs, and business needs.
• Support onboarding activities by ensuring new hire paperwork, I-9 verification, orientation support, and training coordination are executed accurately and on time.
• Partner with department managers and supervisors to deliver training and guidance on ESC processes and policy fundamentals, strengthening alignment and improving the employee experience. Maintain strong visibility within venues to build business trust, proactively address employee concerns, and identify opportunities to improve service delivery and processes.
• Provide on-site operational oversight to ensure smooth day-to-day ESC operations and continuity across shifts, events, and venues.

What do you need to succeed?
• 3 years of experience in a customer service, call center, or HR help desk environment, with at least 1 years in a supervisory or lead role supporting teams in a fast-paced, service-driven setting.
• Demonstrated understanding of event-based or venue operations, including the ability to support fluctuating schedules, high-volume activity, and real-time business needs.
• Strong working knowledge of HR processes, including time & attendance, payroll, onboarding, employee relations and compliance.
• Proven experience managing HelpDesk queues, SLAs, and service performance metrics.
• Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook) and experience using HRIS or ticketing systems (e.g., Oracle, ServiceNow, etc.).
• Strong leadership and communication skills, with the ability to coach Leads, provide corrective feedback and influence outcomes through others. Ability to train and partner with business leaders to improve process, understanding, and consistent policy application. Strong judgement, problem-solving skills, and attention to detail in a fast-paced environment.

Special Requirements
• Flexibility to work rotating schedules, including evenings, weekends, and holidays, based on event schedules and business needs.

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