HR Supervisor - Customer Service
MSA, The Safety Company - Township of Cranberry, PA

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Description of duties and responsibilities:

The MSA People Center provides Best in Class customer service to one of our most important customer groups – our associates! The People Center responds to associate questions including those about benefits, retirement accounts, payroll issues, and internal career opportunities.

This position reports to the Manager, HR People Center and provides supervision and oversight to the People Center Representatives. Specific responsibilities include, but are not limited to the following:

· Coordinates day-to-day operations for HR People Center

· Prioritizes HR People Center workload and acts as liaison on escalated customer issues

· Trains, coaches and provides daily oversight to department personnel

· Provides leadership and technical guidance to People Center Representatives

· Evaluates effectiveness of department operations and establishes various call center guidelines

· Oversees call center service level by monitoring calls and logged issues

· Recommends and oversees corrective actions to address customers’ complaints or service issues

· Prepares and analyzes customer satisfaction surveys

· Analyzes call center data and prepares reports on service level

· Proactively identified knowledge gaps in team, then determines and implements solutions

· Maintains process documentation for call center tasks

· Oversees QMS/ISO compliance for People Center Representatives

· Assists Manager with monitoring HIPAA compliance

· Acts as backup for People Center Representative when necessary

· Maintains communication with customer regarding progress on their issue as needed

· Trains team in use of various systems (SAP, benefits system, etc.)

· Participates in testing of various systems (HR and benefits)

· Completes additional projects and special assignments as determined by Manager or Director

Special knowledge, skills and abilities required:

· Excellent customer service focus, verbal/written communication and problem solving skills

· Strong organizational and time management skills; ability to multi-task in high-paced environment

· Process management and analytical skills

· Proficient with Microsoft Office suite

· Team orientation

· Working knowledge of HR/benefit programs


· Call center experience

· Experience with Lotus Notes/SAP

Education and experience required:

· High school diploma or equivalent

· Minimum 3 years HR and/or benefits experience

· Minimum 1 year supervisory experience


· Bachelor’s Degree


MSA Safety Inc. - 18 months ago - save job - block
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About this company
MSA Safety Inc. is the global leader in the development, manufacture and supply of sophisticated safety products, instruments, and services...