(REMOTE) Supervisor, Human Resources Shared Services (HRSS) Tier 1 Contact Center Operations & Case Management

Employment Type:

Full time

Shift:

Description:

Frontline, department-based role that supervises daily functions of assigned area(s). Provides clear direction & manages / advances people, processes, structures & / or programs that support direct / indirect care. Demonstrates behaviors in alignment with culture & creates / supports comprehensive strategies & measures progress to achieve desired outcomes.

Essential Functions 

Our Trinity Health Culture:

Knows, understands, incorporates & demonstrates our Trinity Health Mission, Values, Vision, Actions & Promise in behaviors, practices & decisions.

Work Focus:

Responsible for the daily operations & the oversight of staff.

Supervisors work in collaboration with department managers to manage staff & department effectively.

Participates in & contributes to the performance management/review process.

Implements departmental plans & priorities identified by accountable leaders. 

May participate & recommend in the hiring & selection process.

Responds promptly & directly to meet or exceed customers’ needs.

Process Focus:

Follows standards of performance & work processes in designated areas.

Coordinates staff scheduling & assignment. Reviews & approves administrative functions (time, payroll, expense).Stewards productive use of resources (e.g., people, financial, equipment, supplies, materials) to achieve assigned commitments, experiences & quality standards.

Communication:

Employs effective & respectful written, verbal & nonverbal communications;

Develops an environment of mutual confidence & trust through collaborative relationships;

Effectively communicates goals, standards, program expectations, service performance & how the work serves Trinity Health objectives;

Proactively recognizes, addresses & / or escalates organizational, operational, or team conflicts.

Environment:

Performs work in an environmentally safe, professional & healthy manner;

Self-monitors & initiates corrections and/or seeks guidance when needed.

Demonstrates flexibility & self-direction by responding as a team player.

Helps to create a positive work environment that promotes productivity.

Accountable for continuous self-development & supporting the growth of others.

Maintains a Working Knowledge of applicable federal, state & local laws / regulations, Trinity Health Integrity & Compliance Program & Code of Conduct, as well as other policies, procedures & guidelines in order to ensure adherence in a manner that reflects honest, ethical & professional behavior & safe work practices.

Functional Role (not inclusive of titles or advancement career progression)

Coaching & Performance Development

• Use Quality Assurance results, First Contact Resolution trends, call/case reviews, and case survey feedback to drive personalized coaching.

Operational Excellence

• Ensure service level targets are met or exceeded for case resolution, call handling, and response time.
• Monitor case queues and call volumes daily to ensure workload balance and timely follow-up.
• Partner with leadership to review workload to make scheduling and real-time staffing adjustments.
• Analyze trends in repeat contacts and unresolved cases; partner with Tier II and Knowledge teams to remove friction points and improve first-touch outcomes. 
• Leverage data and trends to proactively address case backlogs, handle seasonal/cyclical volumes, and mitigate risks.

Colleague Experience & Service Ownership

• Own the resolution experience by minimizing handoffs, championing Tier 0/self-service where appropriate, and driving a seamless support model.
• Review Voice of the Colleague data and post-case survey feedback to identify pain points and improvement opportunities.
• Serves as a go-to resource for team members on complex or escalated cases, queue monitoring, workload balancing, resolving concerns, and identifying root causes.
• Must be able to travel to the various Trinity Health sites 25% as needed.

 Training & Knowledge Development

• Maintain and contribute to the upkeep of knowledge articles and SOPs.

•  Capture and escalate systemic issues or process gaps to HR COEs or Technology Information System partners.
• Partner with Total Rewards (TR), Talent Acquisition (TA), Payroll, and other HR functions to improve processes and service delivery.
• Collaborate with Tier 0 and Tier II teams to optimize self-service content and reduce repeat or avoidable contacts.

Stakeholder Management

• Represent Tier I support in cross-functional working groups with Ministries or pilots (e.g., new policy rollouts, platform transitions).

Minimum Qualifications

Must possess a comprehensive knowledge of Human Resources, as normally obtained through a bachelor's degree in a field requiring analysis, at least 4+ years of progressively more responsible related work experience, & / or an equivalent combination of education & experience.

Must possess considerable & in-depth knowledge of benefits, well-being, payroll, and other HR laws and regulations.

Prior experience with customer service, phone support, coaching or mentoring teams, HR or contact center case management, project leadership, or a related field.

Minimum of two + years of experience leading high-performing teams. Experience leading in a remote and onsite environment.

Additional Qualifications (nice to have)

Bachelor’s degree

HR Certification from an accredited body

Proficient in HR case management and contact center technologies. Familiarity with AI-driven tools for HR service enhancement.

Data-driven leadership experience, using analytics to identify performance trends and drive improvement. Advanced coaching and performance management training. Proven success in driving operational excellence (e.g, documented improvements in handling time, first contact resolution rates, and engagement scores).

Physical & Mental Requirements & Working Conditions (General Summary)

Direct Healthcare Services / Indirect Healthcare / Support Services:

• Exposure to conditions which may be considered unpleasant to sight, touch, sound & / or smell. Occasional
• Exposure to fumes, odors, dusts, mists & gases, biohazards / hazards (mechanical, electrical, burns, chemicals, radiation, sharp objects, etc.).      Occasional
• Exposure to or subject to noise, infectious waste, diseases & conditions.     Occasional
• Exposure to interruptions, shifting priorities & stressful situations.      Frequent
• Ability to follow tasks through to completion, understand & relate to complex ideas / concepts, remember multiple tasks & regimens over long periods of time & work on concurrent tasks / projects.     Frequent
• Ability to read small print, hear sounds & voice / speech patterns, give / receive instructions & other verbal communications (in-person & / or over the phone / computer / device / equipment assigned) with some background noise.     Frequent
• Perform manual dexterity activities & / or grasping / handling.     Continuous
• Ability to climb, kneel, crouch & / or operate foot controls.     Occasional

• Use a computer / other technology.     Frequent
• Sit with the ability to vary / adjust physical position or activity.     Frequent
• Maintain a safe working environment & use available personal protective equipment (PPE).     Continuous
• Comply with Trinity Health’s Code of Conduct, policies, procedures & guidelines.     Continuous
• Ability to provide assistance in the event of an emergency. Occasional

Direct Healthcare Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity.     Occasional
• Lift a maximum of 30 pounds unassisted.     Occasional
• Use upper & lower extremities, engage in bending / stooping / reaching & pushing / pulling.     Occasional
• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions. Continuous
• Encounter worksites (e.g., patient homes) or travel to worksites that may have variable internal & external environmental conditions.     Occasional
• Perform work that involves physical efforts (e.g., transporting, moving, positioning & / or ambulating patients).     Occasional

Indirect Healthcare / Support Services:

• Perform activities that require standing / walking with the ability to vary / adjust physical position or activity.     Occasional
• Lift a maximum of 30 pounds unassisted.     Occasional

• Experience of long periods of walking / standing / stooping / bending / pulling & / or pushing.   Occasional
• Encounter a clinical / patient facing / hands on interactive work environment.     Occasional

• Work indoors (subject to travel requirements) under temperature-controlled & well-lit conditions.     Continuous
• Work outdoors with variable external environmental conditions.      Occasional

Average Workday Activity: Occasional - O (1% - 33%), Frequent - F (34% - 66%), Continuous - C (67% - 100%)

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.