Supervisor Employee Service Center

Who are we hiring?

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