HR Services Supervisor

Pella Windows & Doors of North Carolina and Southwest Virginia

HR Services Supervisor managing HR Service Coordinator team at Pella Corporation. Enhancing team member experience and delivering high-quality customer service in a hybrid environment.

Posted 6/27/2026full-timePella • Iowa • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Build and maintain a positive work environment while training and developing the HR Service Coordinator team, strengthening HR knowledge, and delivering high-quality customer service.
Lead daily service delivery operations by monitoring workload distribution, service levels, case quality, and escalation management to ensure timely and accurate support.
Use service trends, reporting, and team feedback to identify root causes, improve processes, and enhance the employee and manager experience.
Act as a working manager, handling HR case inquiries and serving as an escalation point for complex issues.
Develop communication and training materials to ensure timely, consistent, and accurate guidance aligned with HR policies.
Inspire a shared vision to empower and motivate the team.
Using established protocols and tiered escalation, ensure timely response to issues and requests from HR, employees, and managers.
Maintain and improve operations by tracking trends of incoming inquiries to identify/resolve issues, support continuous improvement, and ensure high service levels.
Maintain accurate and confidential employee records and data.
Identify opportunities for process improvement and additional automation to enhance operational efficiency.
Prepare performance reports by collecting, analyzing, and summarizing data and trends.
Partner closely with HR COEs, Payroll, Benefits, HRIS, Legal, and business leaders to resolve complex issues and ensure aligned execution of HR processes.
Stay attuned to team member concerns and engagement across the company and raise awareness with manager.

Requirements

What you’ll need

Bachelor's degree (B. A.) from four-year college or university; or three to five years HR or business-related experience and/or training; or equivalent combination of education and experience.
Experience leading a HR Shared Service or business service operations team utilizing service management principles is preferred.
PHR/SPHR and/or CEBS coursework is beneficial.
Efficient with Microsoft Office including Excel, Word, PowerPoint and OneNote and web-based applications.
Oracle HCM and Service Now experience is beneficial.
Experience with knowledge base, telephony, case management, and HCM systems is a plus.

Benefits

Comp & perks

Individualized talent development plans
Cross-functional experiences
Opportunities for career advancement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HR case managementservice delivery operationsprocess improvementdata analysisperformance reportingworkload distributionescalation managementcustomer serviceemployee records managementautomation

Soft Skills

team leadershipcommunicationtraining and developmentproblem-solvingmotivationcollaborationconfidentialityengagementvision sharingfeedback utilization

Certifications

Bachelor's degreePHRSPHRCEBS coursework