Coordinate, oversee, and execute daily operations during shifts to ensure the team is following all approved SOPs (standard operating procedures), and provide department/operational managers and employees with exceptional service and timely responses Provide positive leadership and oversight to Employee Support operation team members, act in the capacity of a supervisor/manager on duty, and be able to adapt to changing needs and opportunities Oversee new employee onboarding process, utilizing our new hire process and providing continuous feedback to managers on employees Provide oversight in handling a high volume of in-coming and out-going phone calls as well as greeting and assisting employees, parents, and department managers as it pertains to their employment, availability, and schedules Provide training and coaching to team members utilizing scheduling and timekeeping software (UKG Workforce Management ) to ensure all procedures and processes are followed, ultimately ensuring employees are scheduled and paid correctly Identify, evaluate, and resolve employee schedule and attendance opportunities by using past practice and approved guidelines Provide leadership and assist front office team in diffusing challenges with team members and find positive outcomes for all involved Oversee the creation of daily staffing reports, which involves pulling information from scheduling systems and internal databases and sorting information within Microsoft Excel prior to disseminating the sheets to department managers Assist with the coordination of supplemental staffing programs such as volunteer programs and temporary staffing services Coordinate and facilitate interview sessions by maintaining accountability of all new hire information to ensure effective hiring practices and onboarding processes and participate in recruitment opportunities Perform other duties as assigned Qualifications: Must be 18 years of age or older on the date of applying Minimum of three (3) years of supervisory experience Knowledge, Skills, and Abilities: Experience working in a professional office setting is preferred Experience onboarding and training new employees is preferred Must be proficient in the use of Microsoft Office and Google Workspace applications, including Excel and Word Must have proven excellent verbal and written communication skills Must be able to work independently and be self-motivated to perform all aspects of the job at all times Must be detail-oriented with proven organizational skills Must be friendly, upbeat, work well with other employees and be able to interact with guests Must display a positive attitude, eagerness to learn, and professional image in compliance with Hershey Entertainment & Resorts guidelines Must have the ability to safeguard confidential information and work without a conflict of interest