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 Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at 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.


• 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.


• Observe trends, recurring issues, or compliance gaps in daily work and escalate insights to the Supervisor and ESC Manager to support training reinforcement and continuous improvement.


• Build trust with venue partners through visibility, engagement, and timely follow-up, surfacing operational gaps and training needs as they arise.

What do you need to succeed?

• 2+ years of experience in a call center, HR, or employee services environment, supporting high-volume, event-driven operations across in-person, phone, and electronic channels.


• Knowledge of event driven operations, including time & attendance, payroll, onboarding, and compliance, or the ability to quickly gain fluency in comparable environments.


• Proficiency with HRIS and case management systems (e.g., Oracle) and comfort navigating multiple systems in a fast-paced setting.


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


• Strong communication, organization, and problem-solving skills, with sound judgment in sensitive situations.


• Spanish language skills preferred; fluency in English and Spanish a plus.

Special Requirements

• 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.

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