People Shared Services Tier 1 Supervisor

Role Description

Your knowledge of HR Operations Support, along with your Workday HCM experience, makes you a great fit for our People Shared Services Tier 1 Supervisor position. Join our dynamic team today and find a rewarding career with a company that values you and all you bring to the table.

The People Shared Services Tier 1 Supervisor leads a team of frontline support PSS Tier 1 representatives responsible for resolving routine HR and Workday inquiries through Workday Case Management. This role ensures service quality, develops team capability, supports operational excellence, and partners across HR, HRIS & COE’s to improve the associate experience and strengthen shared services delivery.

This service leader is responsible for quality, capability building, and process discipline ensuring Tier 1 support operates with speed, accuracy, accountability, and strong customer service. The supervisor monitors team performance, removes barriers to resolution, reinforces knowledge usage, and helps build a team that can resolve more issues at the first point of contact while properly escalating more complex items.

Principal Duties and Responsibilities:

• Supervise a team of Tier 1 representatives supporting Workday HCM transactions and inquiries.
• Monitor daily workflow, case queues, service levels, and staffing coverage to ensure timely response and resolution.
• Coach, develop, and provide regular feedback to team members on quality, productivity, and customer service.
• Identify knowledge gaps and coach associates to meet performance expectations.
• Review complex or aging cases to ensure appropriate follow-up, escalation, and resolution.
• Partner with Tier 2 teams to resolve issues and eliminate repeat contacts.
• Use Workday Case Management to track trends, identify root causes, and support process improvement.
• Ensure team adherence to SOPs, quality standards, and HR confidentiality requirements.
• Support onboarding, training, and ongoing knowledge development for Tier 1 representatives.
• Promote a culture of accountability, continuous improvement, and employee engagement.
• Updates SOPs and process manuals for the department.
• Support hiring and training of Tier 1 associates.

Qualifications

• 2 years’ experience in a people leadership role.
• 2+ years of experience in shared services, HR operations, or HRIS support.
• 1+ years of experience supporting Workday HCM in a service center or HR operations environment.
• Experience using Workday Case Management or a similar case platform.
• Prior experience coaching, mentoring, or supervising staff.
• Strong understanding of HR transactions, case handling, and service delivery metrics.
• Excellent communication, organization, and problem-solving skills.
• Ability to manage sensitive employee data with discretion and professionalism.
• Strong Microsoft Office knowledge (Outlook, Excel, PowerPoint, Word).

Requirements

• Experience leading Tier 1 support in a large, multi-site, or enterprise environment.
• Familiarity with SLAs, KPIs, case aging, and first-contact resolution metrics.
• Experience supporting knowledge management, process improvement, or continuous learning programs.
• Experience in a shared services environment during transformation or organizational change.
• Strong interpersonal, verbal and written communications skills.
• Able to communicate with all levels of associates and management.

Benefits

• Start Rate = $68,000- $86,500 based on experience plus 10% bonus.
• Health, Dental, & Vision insurance.
• Flexible spending account.
• Life and disability insurance benefits.
• 401k plan.
• PTO and paid holidays annually.
• Employee stock purchase plan.
• Employee Assistance Program.
• Retirement plans with matching contribution.
• Employee Stock Purchase Program.
• Educational Assistance.
• Access to PerkSpot, an employee discount platform for goods and services.
• And much more!