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Encompass Health · 1 month ago

HR Shared Services Supervisor

Birmingham, AL

Full-time

Onsite

Mid, Senior Level

3+ years exp

Encompass Health is a leader in the inpatient rehabilitation industry, committed to providing high-quality, compassionate care. The HR Shared Services Supervisor will manage the daily operations of HR Shared Services, ensuring exceptional employee support and overseeing a team of HR Specialists and Coordinators.

Responsibilities

Supervise the HR Shared Services, providing guidance, mentorship, and performance feedback

Monitor workloads, staffing levels, and schedules to ensure adequate coverage and adherence to service level agreements (SLAs)

Foster a collaborative and service-oriented culture within the team

Manage day-to-day help desk operations, ensuring consistent, efficient, and accurate handling of HR-related inquiries, including policies, benefits, payroll, and HR systems

Develop and maintain standard operating procedures, scripts, and knowledge base materials to enable consistent service delivery

Analyze and report on key metrics, such as response time, resolution rates, and employee satisfaction

Act as the primary point of contact for escalated issues that require advanced problem-solving or collaboration with other HR departments

Ensure resolution of complex employee concerns with professionalism and confidentiality

Identify trends and recurring issues from help desk inquiries, and work with HR leadership to recommend process improvements or updates to policies

Regularly review and update the knowledge base to reflect changes in HR processes or systems

Leverage employee feedback to enhance the quality of help desk services and identify opportunities for automation or process optimization

Serve as an advocate for employee needs by proactively identifying areas where HR processes or systems may cause friction or confusion

Collaborate with other HR teams to ensure seamless employee interactions across departments

Ensure adherence to HR policies, procedures, and relevant legal requirements in all interactions

Maintain accurate records of inquiries and resolutions for audit and reporting purposes

Qualification

HRIS proficiencySupervisory experienceHR practices knowledgeCustomer service experienceTicketing systems proficiencyEmployee advocacyProblem-solvingCollaboration