HR Contact Center Supervisor

Role Overview

The HR Contact Center Supervisor is responsible for leading a team of HR advisors who provide day-to-day support to US employees. This role focuses on team execution, service quality, and coaching to ensure consistent, reliable, and employee-focused support across all interactions.

Key Responsibilities

Team Operations & Delivery

• Oversee daily team activities, including queue coverage, case handling, and schedule adherence
• Ensure timely and accurate resolution of employee inquiries related to HR processes, policies, and systems
• Monitor performance against service targets and take immediate action to address gaps

Coaching & People Development

• Provide regular coaching, feedback, and support to team members to strengthen capability and confidence
• Conduct one-on-ones, team huddles, and performance discussions
• Support onboarding and ongoing training to maintain service readiness

Quality & Employee Experience

• Review cases and interactions to ensure clarity, accuracy, and professionalism
• Reinforce a customer-focused approach that balances efficiency with empathy
• Handle escalations and guide the team through complex or sensitive concerns

Process Discipline & Improvements

• Ensure consistent use of tools, knowledge articles, and case management practices
• Identify recurring issues and suggest practical improvements to workflows or knowledge gaps
• Partner with the Manager on small-scale process enhancements

Coordination & Communication

• Act as a key link between frontline team members and management
• Share updates, policy changes, and operational priorities clearly with the team
• Escalate risks, service issues, and trends in a timely manner

Qualifications

• Bachelor’s degree or equivalent experience
• 3–5 years of experience in HR shared services, contact center, or similar environment
• At least 3 years of experience in a supervisory or team lead capacity
• Exposure to US HR processes or employee support environment is an advantage
• Willingness to work night shift to support US operations

Core Capabilities

• Strong coaching and team leadership skills
• Customer-focused with good judgment in handling employee concerns
• Organized and able to manage multiple priorities in a high-volume setting
• Clear and effective communication skills
• Attention to detail and commitment to accuracy

Tools & Systems

• Experience with HR platforms (e.g., Workday, SAP, or equivalent)
• Familiarity with case management and ticketing systems
• Working knowledge of Microsoft Office tools

Work Schedule

• Willingness to work permanent night shift to support US operations