(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 an
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 an