Senior HR Contact Center Manager

2 days ago

Manila, National Capital Region, Philippines beBeeSupervisor Full time $60,000 - $80,000
Job Overview

We are seeking a dedicated and results-driven professional to lead a team within our HR Operations Tier I Contact Center. This role will be responsible for overseeing the day-to-day service delivery of Tier I HR support operations, ensuring timely resolution of employee inquiries and delivering a positive employee experience.

Key Responsibilities

  • Servicing as a supervisor, mentor, and coach to a team of Tier I HR Contact Center representatives handling high-volume employee inquiries for our workforce.

  • Maintaining daily team performance, service levels, and customer satisfaction metrics to ensure high-quality service delivery.

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

  • Serving as a point of escalation for complex Tier I inquiries, collaborating with HR teams when needed.

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

  • Tracking inquiry trends and supporting initiatives to enhance first-contact resolution and reduce repeat cases.

  • Ensuring team compliance with labor laws and company standards.

  • Supporting organizational transformation initiatives and adoption of new tools and systems.

  • Fostering a collaborative and positive team environment that reflects our organization's values.

  • Preparing team reports and sharing updates with managers and senior leaders as required.

Requirements

  • 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 and labor laws.

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

  • Proven ability to motivate, manage, and develop 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.

About Us

A dynamic and forward-thinking organization seeks an experienced leader to drive excellence in HR Operations. As a key member of our team, you will have the opportunity to make a meaningful impact on the lives of our employees and contribute to the success of our organization.

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