Lead Representative Employee Service Center

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the&nbsp; Christmas Spectacular Starring the Radio City Rockettes , which has been a holiday tradition for more than 90 years. More information is available at&nbsp; www.msgentertainment.com . Who are we hiring? 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. What will you do? 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. Support employee onboarding by reinforcing completion of new hire paperwork, I-9 processing, and orientation practices, ensuring consistency and accuracy across Representatives. Contribute to HR functions by reinforcing licenses and certifications requirements, supporting training and development initiatives, and guiding Representatives through Time and Attendance–related disciplinary processes. <span style="font-size: 14pt;&quo