HR Contact Center Supervisor

4 days ago

Bonifacio Global City PHL, Philippines Fresenius Medical Care Full time ₱1,500,000 - ₱2,500,000 per year

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.

  • Contact Centre Supervisor

    4 days ago

    Davao City, Davao, Philippines OfficePartners, 360 Inc. Full time ₱900,000 - ₱1,200,000 per year

    About the role As the Contact Centre Supervisor (Dispatch Support) at OfficePartners, 360 Inc.', you will play a crucial role in handling customer calls and emails. Your goal is to ensure smooth daily operations, motivate your team, and improve processes so we can deliver outstanding service. You'll also work closely with Operations, Marketing, HR, and...

  • HR & Admin Supervisor

    4 days ago

    Fort Bonifacio, National Capital Region, Philippines Shinagawa LASIK & Aesthetics Center Corp. Full time ₱1,200,000 - ₱2,400,000 per year

    HR & Admin SupervisorTalent Acquisition and Training:Ensure and manage the proper end-to-end recruitment process for both medical and operations requirements.Supervise the HR Assistant in acquisition processes, while supporting management and staff in day-to-day business activities to achieve organizational goals.Ensure the timely submission and verification...

  • Contact Center Senior Specialist

    2 weeks ago

    Makati City, Philippines John Clements Consultants, Inc. Full time

    Job Title: Contact Center Senior Specialist Employment Type: Full-Time Job Location: Makati Job Type: Permanent Contact Center Senior Specialist This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined...

  • HR Supervisor

    2 weeks ago

    Quezon City, Philippines HMD Hermada HR Solutions Corporation Full time

    HR Supervisor Location: Quezon City Industry: Medical Distribution Company Employment Type: Full-Time About the Role We are looking for a HR Supervisor to join our client’s team in Quezon City. This role is ideal for someone who will lead recruitment, employee relations, and HR operations while ensuring alignment with labor laws and company standards....

  • HR Supervisor

    4 days ago

    Quezon City, Philippines HMD Hermada HR Solutions Corporation Full time

    HR Supervisor Location: Quezon City Industry: Medical Distribution Company Employment Type: Full-Time About the Role We are looking for a HR Supervisor to join our client’s team in Quezon City. This role is ideal for someone who will lead recruitment, employee relations, and HR operations while ensuring alignment with labor laws and company standards....

  • Team Leader for Contact Center in Davao

    2 days ago

    Davao City, Davao, Philippines Private Advertiser Full time $104,000 - $130,878 per year

    About the CompanyWe are a global healthcare operations provider delivering high-quality customer service solutions. Our contact center supports healthcare clients with empathy, accuracy, and professionalism.Role OverviewWe are looking for a Team Leader to manage a team of Healthcare Customer Service Representatives in a dynamic contact center environment....

  • Supervisor, Accounting to Reporting

    5 days ago

    Bonifacio Global City, PHL, Philippines Fresenius Medical Care Full time ₱2,000,000 - ₱2,500,000 per year

    The Account to Report (ATR) Supervisor will be responsible for the delivery of work of a certain cluster or sub-team under the Account to Report (ATR) function within the established policy and agreed service level. The cluster or sub-team can be a group of countries/entities &/or sub-processes under ATR. The Supervisor will be working under the direction of...

  • Accountant, Accounting to Reporting

    1 week ago

    Bonifacio Global City, PHL, Philippines Fresenius Medical Care Full time ₱900,000 - ₱1,200,000 per year

    The ATR Accountant is responsible for providing timely and accurate recording of transaction in the general ledger in compliance with customer requirements as stipulated in the Service Level Agreement (SLA), global accounting policy with limited supervision of the Supervisor/Manager. This includes balance sheet reconciliations, journal entries, allocations,...

  • Senior Accountant, Accounting to Reporting

    1 week ago

    Bonifacio Global City, PHL, Philippines Fresenius Medical Care Full time ₱900,000 - ₱1,200,000 per year

    The ATR Senior Accountant is responsible for providing timely and accurate recording of transaction in the general ledger in compliance with customer requirements as stipulated in the Service Level Agreement (SLA), global accounting policy with limited guidance  of the Supervisor/Manager. This includes balance sheet reconciliations, journal entries,...

  • ATR Senior Financial Specialist

    2 days ago

    Bonifacio Global City, PHL, Philippines Fresenius Medical Care Full time ₱1,200,000 - ₱2,400,000 per year

    The ATR Senior Financial Specialist is responsible for providing timely and accurate recording of transaction in the general ledger in compliance with customer requirements as stipulated in the Service Level Agreement (SLA), global accounting policy with limited guidance  of the Supervisor/Manager. This includes balance sheet reconciliations, journal...