HR Contact Center Supervisor

3 weeks ago

Manila, Philippines Fresenius Medical Care Full time

Overview

We are seeking a dedicated and people-focused Supervisor to lead a team within the United States HR Operations Tier I Contact Center, part of our Global HR Shared Services function. This role will be responsible for supervising the day-to-day service delivery of Tier I HR support operations, ensuring timely resolution of employee inquiries and delivering a positive employee experience. The ideal candidate should have strong knowledge of U.S. HR policies and practices, combined with experience in supervising contact center operations. A commitment to employee development, service quality, and process improvement is essential.

Responsibilities

  • Supervise, mentor, and support a team of Tier I HR Contact Center representatives handling high-volume employee inquiries for the U.S. workforce.

  • Monitor daily team performance, service levels, and customer satisfaction (CSAT/NPS) to ensure high-quality service delivery.

  • Provide coaching and guidance to improve case handling, call resolution, and escalation management.

  • Serve as a point of escalation for complex Tier I inquiries, coordinating with HR Centers of Excellence (CoEs) and other HR teams when needed.

  • Partner with HR Business Partners, Payroll, Benefits, and Compliance teams to address recurring issues and improve processes.

  • Track inquiry trends and support initiatives to improve first-contact resolution and reduce repeat cases.

  • Ensure team compliance with U.S. HR policies, labor laws, and company standards.

  • Support HR transformation initiatives and adoption of new tools and systems (e.g., Workday, case management platforms).

  • Foster a collaborative and positive team environment that reflects organizational values.

  • Prepare team reports and share updates with managers and senior leaders as required.

Qualifications

  • Bachelor’s degree in Human Resources, Business Administration, or related field preferred.

  • 5–8 years of HR Operations or HR Shared Services experience, with at least 2 years in a supervisory or lead role within a contact center environment.

  • Strong understanding of U.S. HR practices, labor laws, and compliance requirements.

  • Experience with HR systems such as Workday, ServiceNow, or similar case management platforms.

  • Proven ability to coach, motivate, and manage team performance.

  • Strong communication, problem-solving, and organizational skills.

  • Ability to work standard U.S. business hours (Eastern Standard Time).

  • Experience supporting large employee populations is a plus.

  • Comfortable working in a fast-paced, service-driven environment.

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