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Supervisor, Employee Services


Lexington, Massachusetts

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Job ID 200004R5

Available Openings 1

PURPOSE AND SCOPE:

Supervises team members responsible for the first point of employee contact within the Service Center. Ensures issues are resolved and service levels are met.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Supervises the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.
  • Supervises/directs daily operations of subordinates to complete assignments using established guidelines, procedures and policies. Monitors calls for quality and training purposes. Advises manager of recurring problems and major issues.
  • Provide information to employees on benefits policies and practices.
  • Develops and oversee initial and ongoing training program for staff.
  • Prepares weekly staff telephone schedule.
  • Conducts weekly one on one meetings with each Service Center staff member.
  • Prepares annual performance evaluations for Employee Service Center staff for manager’s review.
  • Insures adherence to established processes, procedures, and systems to resolve employee inquiries.
  • Escalates non-routine matters to appropriate individuals or groups.
  • Resolve issues and process HR and benefits transactions; support the auditing of information.
  • Insure staff provides superior customer service to all employees by promptly responding to employee inquiries.
  • Maintain records relating to employee inquiries via a case management tool.
  • Insures adherence to established processes, procedures, and systems to resolve employee inquiries.
  • Escalates non-routine matters to appropriate individuals or groups.
  • Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
  • Ensure all employees within the assigned team(s) understand and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations; establishing and maintaining effective internal systems and controls to promote compliance.
  • Provide direct supervision of the assigned team(s) through ongoing leadership and guidance.
  • Assist with various projects as assigned by a direct supervisor.
  • Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.


PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISION:

May be responsible for the direct supervision of various levels of Service Center staff.

EDUCATION:

Bachelor’s Degree required

EXPERIENCE AND REQUIRED SKILLS:

  • 2 – 3 years’ experience as a Senior Individual Contributor role; or 1 – 3 years’ experience as a Supervisor.
  • SHRM Certification (SHRM-SCP, SHRM-CP) is desirable, or a plus.
  • Strong Customer service skills.
  • Problem Solving and critical thinking skills.
  • Excellent written and verbal communication skills.
  • Computer skills with Microsoft Office Proficiency.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

ADDENDUM:

HR Service Center focus

    • Provide information to employees on HR/ employment policies and practices.
    • Initial point of contact for managers needing routine HR systems and process support.
    • Participates in information sharing with other service center representatives; identifies trends and passes recommendations for improvement to the ESC Manager and other service center groups.

Benefits Service Center focus

  • Participates in annual open enrollment planning and preparation, including training staff, interviewing, hiring and training temporary contract staff and reviewing company communications.
  • Distribute audit projects and other ad-hoc project work to staff and ensure timely and accurate resolution of projects.
  • Prepare monthly call statistical reports from CMS Supervisor and call tracking application; identify and note trends.

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.