HR Contact Center Supervisor
5 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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