Customer Service Supervisor Job at Commonwealth of Massachusetts in Boston

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Effective January 25, 2024, Executive Order #627 cements the Commonwealth's well-established practice of skills-based hiring, paving the way to a more equitable hiring process. The Commonwealth is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to serve our citizens. Join us today!

Job Description - Customer Service Supervisor (24000AC1)

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. 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.
• 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 and successful practices.
• Initiates and ensures timely updates to knowledge management repositories.
• Prioritizes required tasks according to business needs.
• Facilitates identification and implementation of continuous improvement opportunities.
• Assures compliance with Commonwealth policies and procedures in each customer interaction.
• Assures protection of employee confidential information.

SUPERVISION RECEIVED

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

DIRECT REPORTING STAFF

• Customer Service Specialists

QUALIFICATIONS REQUIRED AT HIRE

• Thorough knowledge of human resources laws and regulations.
• Ability to lead others, organize and review work.
• Ability to supervise, including planning and assigning work.
• Ability to conduct training or instruction.
• Ability to communicate effectively, both verbally and in writing.
• Ability to gather information by examining documents and collaborating with others.

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.

An Equal Opportunity / Affirmative Action Employer.