About this role
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