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.