HR Contact Center Supervisor

Job description

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