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Dollar Tree

Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.

People Shared Services Tier 1 Supervisor

People OperationsPeople OperationsFull TimeRemoteMid LevelTeam 10,001

Location

United States

Posted

3 days ago

Salary

$68K - $86.5K / year

Seniority

Mid Level

No structured requirement data.

Job Description

People Shared Services Tier 1 Supervisor

Dollar Tree

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!

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