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State of Massachusetts Customer Service Supervisor in Boston, Massachusetts

The Commonwealth of Massachusetts is looking for leaders, thinkers, creators, and innovators. We are a diverse workforce that reflects the diverse population that we serve.

The mission of the Human Resources Division (HRD) is to attract, develop and retain a high performing workforce to ensure the delivery of constituent services across the Commonwealth.

The Commonwealth offers a competitive total rewards package, a diverse and inclusive culture, and an opportunity to serve. We share a commitment to make Massachusetts a great place to live, work and raise a family – while delivering a customer-service oriented state government that is as hard-working as the people of the Commonwealth.


The MassHR Shared Service is a customer service driven organization which provides a single point of contact for HR services within the Commonwealth. Current service offerings include Employee Self-Service in addition to SSTA and employee pay and profile inquiry management and transaction processing, MassCareers support, Performance and Career Enhancement system (PACE) and Achievement and Competency Enhancement System (ACES) support, Tuition Remission processing, and Extended Illness Leave Bank (EILB) open enrollment processing.

Customer Service Supervisors guide the work of Customer Service Specialists and resolve escalated Employee Self Service-related customer inquiries. Supervisors also coordinate continuous improvement and training initiatives to ensure the Customer Service Center meets its Service Level Agreements with customers.

  • Ensures a high standard of HR professionalism in all Customer Service Center interactions.

  • Monitors and assures quality and accuracy of information communicated and recorded.

  • Promotes open communication amongst team to proactively identify potential issues.

  • Serves as a point of escalation for complex or high priority inquiries and transactions.

  • Provides guidance in resolution of issues identified by specialists and customers.

  • Organizes opportunities for employees to share knowledge, successful practices and lessons learned with colleagues.

  • Initiates and ensures timely updates to knowledge management repositories (FAQs, desktop procedures, call scripts).

  • Prioritizes required tasks according to business needs to ensure effective and timely completion.

  • Ensures employees utilize appropriate technology, processes, and people to deliver services to customers efficiently and effectively.

  • Facilitates identification and implementation of continuous improvement opportunities.

  • Conducts cross-functional training to foster standardized processes and breadth of employee knowledge on Commonwealth time reporting processes.

  • Coordinates cross-functional work teams to identify, develop solutions, and/or improve the functional area/system processes and procedures.

  • Assures compliance with Commonwealth policies and procedures in each customer interaction.

  • Assures protection of employee confidential information by maintaining an understanding of state and federal regulations on the treatment of confidential information and Shared Services policies on confidentiality and assures protection of confidential information in daily handling of communications, documents, and archives.

Customer Service

  • Monitors communications with internal and external customers with a goal of achieving first call resolution for HR inquiries. Work may be performed in a call center environment working from an assigned queue of contacts (e.g., phone calls, e-mails).

  • Ensures effective communication to maintain good working relationships with customers and solicit, evaluate, and act on customer feedback.

  • Maintains procedures and resource documents to aid employees in researching responses to inquiries.

  • Reviews case documentation to monitor quality of interaction with customers.

  • Resolves escalated inquiries or works with the appropriate individual and/or group for resolution if issue requires additional review.

  • Monitors inquiry volume and adjust assignments as required to meet customer needs.

  • Tracks status of open inquiries and reassigns as necessary to assure timely resolution.

  • Develops materials and conducts training on Customer Service processes, policies/procedures, and time reporting procedures across various employee groups (e.g., 9x5, 24x7, Labor Distribution)

Time & Attendance Processes, Policies & Procedures

  • Serves as a subject matter expert for Commonwealth Employee Self Service including Time and Attendance processes and encourages standardized adoption of processes across Secretariats and Agencies.

  • Provides guidance on data inputs required for complex time related transactions across various time reporting populations.

  • Coordinates with Intake and Processing Team, including supervision of time related transactions, in times of heavy volume and on periodic rotations in order to meet customer demand and reinforce cross-function knowledge.

Human Resources Systems & Technologies

  • Assures Employee Self Service transactions completed by Customer Service Specialists are processed efficiently and effectively utilizing appropriate technologies.

  • Monitors, and in times of high volume, completes password resets for timekeeping system on behalf of employees.

  • Encourages feedback from business partners to identify and document system issues and provide recommendations for improvement.


  1. Knowledge of the laws and regulations specific to the agency or area of assignment.

  2. Through knowledge of human resources laws and regulations.

  3. Knowledge of the various methods and techniques used in conducting employee performance evaluations and employee training and development.

  4. Ability to lead others, organize and review work.

  5. Ability to supervise, including planning and assigning work according to the nature of the job to be accomplished, the capabilities of subordinates, and available resources; controlling work through periodic reviews and/or evaluations; determining the need for disciplinary action and recommending disciplinary action.

  6. Knowledge of the principles and practices of wage and salary administration.

  7. Ability to conduct training or instruction.

  8. Knowledge of the types and content of a wide variety of occupations common to the public sector.

  9. Knowledge of the laws, rules and regulations governing the state human resources system.

  10. Ability to review and compare like data for accuracy, completeness, and consistency.

  11. Ability to perform mathematical calculations using formulas to solve problems.

  12. Ability to communicate effectively, both verbally and in writing.

  13. Ability to use a computer to conduct research, manage databases, and produce written documents.

  14. Ability to gather information by examining documents and interviewing others.

  15. Ability to analyze and determine the applicability of data, draw conclusions, and make appropriate recommendations.

  16. Ability to assemble items of information in accordance with established procedures.

  17. Ability to work independently.

  18. Ability to adapt to varying work situations


  • Develops and maintains thorough knowledge of Shared Services Center operations to answer questions and direct inquiries correctly and appropriately.

  • Builds expertise in business requirements of various Time & Attendance employee populations across the Commonwealth as required to provide guidance on time reporting procedures, including:

o Differentiation in Secretariat and Agency business operations

o Characteristics of employee populations, including “9 to 5,” “24 x 7,” and Labor Distribution time reporters

o Time reporting requirements outlined in Collective Bargaining Agreements

  • Develops expertise in time related transactions from the end user perspective, including:

o Employee time entry tools, including online timesheets and time clocks

o Approval workflow

o Reporting tools required for data analysis

First consideration will be given to those applicants that apply within the first 14 days.

Minimum entrance requirements:

Applicants must have at least (A) four years of full-time, or equivalent part-time professional experience in human resources work, (B) of which at least one year must have been in a supervisory, administrative, or managerial capacity; or (C) any equivalent combination of the required experience and the substitutions below:


I. An Associate’s degree may be substituted for a maximum of one year of the required (A) experience*.

II. Bachelor’s degree or higher may be substituted for a maximum of two years of the required (A) experience*.

III. A Graduate degree with a major in Human Resources Management, Human Resources Administration or Public Administration may be substituted for a maximum of three years for the required (A) experience*.

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for the required (B) experience.

An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Human Resources

Organization: *Human Resources Division

Title: Customer Service Supervisor

Location: Massachusetts-Boston-100 Cambridge Street

Requisition ID: 2100018I