Lead Representative Employee Service Center

Must be available to work a flexible, onsite schedule including days, nights, weekends, and holidays, to support 24/7 operations and event-based late evenings.

#LI-Onsite

$45,000

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$60,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.

Act as a point of support for Tier 1 employee inquiries by working service requests alongside the team, reinforcing accurate resolution, effective escalation, and adherence to service expectations.

Support Representatives in processing absences and call offs, providing guidance on appropriate handling and escalation where needed.

Support resolution of employee staffing issues, including missed clocks, schedule changes, attendance matters, pay inquiries, and Time and Attendance–related questions, reinforcing consistent and compliant execution.

Partner with Coordinators and ESC Leadership to reinforce day-to-day departmental orientation, alignment, and execution standards.

Support Employee Service Center office operations through on-site presence, real-time guidance, and engagement that promotes smooth business operations.

Comfortable providing clear, constructive feedback, addressing errors, reinforcing standards, and guiding peers toward correct execution.

The Employee Service Center (ESC) Lead contributes to consistent, high-quality service delivery and supports and manages a team of Employee Service Center (ESC) Representatives. This role balances hands-on case work with peer guidance, reinforcing standard processes, compliance, and service expectations. The Lead shares best practices, escalates risks or gaps, and partners with ESC leadership to strengthen team performance and the overall employee experience.