HR Contact Center Supervisor
4 days ago
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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