Customer Service Supervisor

The Commonwealth of Massachusetts Executive Branch is one of the state's largest employers with over 46,000 employees that span 11 secretariats and 70 plus agencies. From Accountants to X-ray technicians with hundreds of titles in between, we are one employer with many career opportunities. The Commonwealth is looking for leaders, thinkers, creators, and innovators. We are a diverse workforce that reflects the diverse population that we serve.

The mission of the Human Resources Division (HRD) is to attract, develop and retain a high performing workforce to ensure the delivery of constituent services across the Commonwealth.

POSITION SUMMARY

The MassHR Employee Service Center (ESC) is a customer service driven organization which provides a single point of contact for HR services within the Commonwealth. Current service offerings include Employee Self-Service support, employee pay and profile inquiry management and transaction processing, MassCareers support, Performance and Career Enhancement system MassAchieve, MassPerform and Employee Performance Review System (EPRS) support, Tuition Remission and Public Service Loan Forgiveness (PSLF) processing and Extended Illness Leave Bank (EILB) open enrollment processing.

The ESC Customer Service Supervisor is responsible for managing the day-to-day functions of the ESC, MassCareers, Contact Center and/or Processing team. The Customer Service Supervisor will review and monitor progress and performance of staff activities to maintain and enhance customer relationships and meet organizational and operational objectives.

GENERAL DUTIES AND RESPONSIBILITIES

• Ensures a high standard of HR professionalism in all Customer Service Center interactions.
• Review and resolve all inquiries escalated by staff.
• Maintain internal job aids to assist the team in researching complex inquiries.
• Serves as a subject matter expert for the Commonwealth Employee Self Service processes and advocates standardized adoption of practices across Secretariats and Agencies.
• Monitors and assures quality and accuracy of information communicated and recorded.
• Promotes open communication amongst team to proactively identify potential issues.
• Provides guidance in resolution of issues identified by specialists and customers.
• Organizes opportunities for employees to share knowledge, successful practices and lessons learned with colleagues.
• Initiates and ensures timely updates to knowledge management repositories ( FAQs, desktop procedures, call scripts).
• Prioritizes required tasks according to business needs to ensure effective and timely completion.
• Ensures employees utilize appropriate technology, processes, and people to deliver services to customers efficiently and effectively.
• Facilitates identification and implementation of continuous improvement opportunities.
• Conducts cross-functional training to foster standardized processes and breadth of employee knowledge on Commonwealth time reporting processes.
• Coordinates cross-functional work teams to identify, develop solutions, and/or improve the functional area/system processes and procedures.
• Assures compliance with Commonwealth policies and procedures in each customer interaction.
• Assures protection of employee confidential information by maintaining an understanding of state and federal regulations on the treatment of confidential information and Shared Services policies on confidentiality.
• Assures protection of confidential information in daily handling of communications, documents, and archives.

SUPERVISION RECEIVED

• Direct supervision from the Director of the MassHR Employee Service Center

DIRECT REPORTING STAFF

• Customer Service Specialists

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES

Customer Service

• Monitors communications with internal and external customers with a goal of achieving first call resolution for HR inquiries. Work may be performed in a call center environment working from an assigned queue of contacts (e.g., phone calls, e-mails).
• Ensures employees use effective communication to maintain good working relationships with customers and solicit, evaluate, and act on customer feedback.
• Maintains procedures and resource documents to aid employees in researching responses to inquiries.
• Reviews case documentation to monitor quality of interaction with customers.
• Resolves escalated inquiries or works with the appropriate individual and/or group for resolution if issue requires additional review.
• Monitors inquiry volume and adjusts teamwork assignments as required to meet customer needs.
• Tracks status of open inquiries and reassigns as necessary to assure timely resolution.
• Develops materials and conducts training on Customer Service processes, policies/procedures, and time reporting procedures.

Time & Attendance Processes, Policies & Procedures

• Serves as a subject matter expert for Commonwealth Employee Self Service including Time and Attendance processes and encourages standardized adoption of processes across Secretariats and Agencies.
• Provides guidance on data inputs required for complex time related transactions across various time reporting populations.
• Coordinates with Intake and Processing Team, including supervision of time related transactions, in times of heavy volume and on periodic rotations to meet customer demand and reinforce cross-function knowledge.

Human Resources Systems & Technologies

• Assures Employee Self Service transactions completed by Customer Service Specialists are processed efficiently and effectively utilizing appropriate technologies.
• Monitors, and in times of high volume, completes password resets for timekeeping system on behalf of employees.
• Encourages feedback from business partners to identify and document system issues and provide recommendations for improvement.

QUALIFICATIONS REQUIRED AT HIRE (List knowledge, skills, abilities)

• Thorough knowledge of human resources laws and regulations.
• Knowledge of the various methods and techniques used in conducting employee performance evaluations and employee training and development.
• Ability to lead others, organize and review work.
• Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates, and available resources; controlling work through periodic reviews and/or evaluations; determining the need for disciplinary action and recommending disciplinary action.
• Knowledge of the principles and practices of wage and salary administration.
• Ability to conduct training or instruction.
• Knowledge of the types and content of a wide variety of occupations common to the public sector.
• Ability to review and compare like data for accuracy, completeness and consistency.
• Ability to perform mathematical calculations using formulas to solve problems.
• Ability to communicate effectively, both verbally and in writing.
• Ability to use a computer to conduct research, manage databases, and produce written documents.
• Ability to gather information by examining documents and collaborating with others.

Qualifications:
First consideration will be given to those applicants that apply within the first 14 days.

Minimum entrance requirements:

Applicants must have at least (A) four years of full-time, or equivalent part-time professional experience in human resources work, (B) of which at least one year must have been in a supervisory, administrative, or managerial capacity; or (C) any equivalent combination of the required experience and the substitutions below:

Substitutions:

I. An Associate's degree may be substituted for a maximum of one year of the required (A) experience*.

II. Bachelor's degree or higher may be substituted for a maximum of two years of the required (A) experience*.

III. A Graduate degree with a major in Human Resources Management, Human Resources Administration or Public Administration may be substituted for a maximum of three years for the required (A) experience*.

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for the required (B) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Location: South Boston, MA, US

Posted Date: 12/27/2024