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TM Service Center
Ref No.: 18-10626
Location: Pasadena, California
Talent Management Service Center Supervisor (AKA Human Resources Service Center Supervisor)


Supervising a team of service-oriented and technical professionals, the Talent Management Service Center (TMSC) Supervisor is responsible for the efficient daily operational delivery of all centralized Talent Management services for North America employees. The TMSC Supervisor will be responsible for maintaining high customer service standards and operational excellence, utilizing modern call center/case management and HCM technology, hiring, training and coaching staff, and applying effective workforce management. The TMSC Supervisor partners with the TMSC Manager in the continuous development of agile and effective solutions that provide a great experience for managers and employees while keeping pace with changing business needs.


• Develop goals and objectives for the service center's day-to-day activities.
• Schedule employees and work activity to support the department workforce plan and budget.
• Supervise, train and motivate a team of highly skilled and responsive TMSC professionals to deliver exceptional service and accurate results.
• Routinely evaluates individual employee performance using key metrics, productivity standards and quality of work.
• Ensure accuracy of HCM data base and maintains all policy and process workflows, metrics and service level agreements (SLAs).
• Assist TMSC manager with preparing written reports and communication. Maintain and update online resource sites.
• Work with TMSC manager to leverage and optimize technology and automation to support the service delivery model and capitalize on efficiency.
• Manage day to day interactions with vendor representatives. Ensure vendors deliver on contractual obligations.
• Ensure regulatory compliance, confidentiality, accurate and complete record keeping and maintenance of all systems and data bases.
• Ensure proper records retention, business continuity, and crisis management procedures are followed.
• Keep TMSC Manager informed and updated.
• Serve as deputy with decision authority when TMSC manager is off work or unavailable.
• Complete projects and other duties as assigned.
• Performs other responsibilities associated with this position as may be appropriate.