Manager, HR Contact Center

Job Summary:

Responsible for managing and optimizing the HR Contact Center to deliver efficient support services to individuals and managers. Ensures timely resolution of inquiries while maintaining high service standards. Coordinates administration of personal and job data changes in alignment with organizational policies. Provides guidance to team members, supports performance outcomes and drives continuous improvement in HR service delivery.

Essential Functions:

Manages daily operations of the HR Contact Center team to ensure effective case management and service delivery, including execution and use of standardized processes and mechanisms to manage inquiries and complete transactions.

Manages inquiry handling and transaction support for individuals and managers ensuring consistent resolution and accurate information.

Administers and monitors personal and job data changes to ensure accuracy, timeliness and compliance with organizational standards.

Coordinates and oversees first-level payroll inquiry resolution escalating complex issues as needed.

Ensures compliance with HR policies, procedures and data privacy regulations.

Monitors service levels, reviews performance metrics and supports implementation of process improvements to enhance efficiency and service quality.

Guides and develops HR Contact Center team members to ensure effective performance and operational support.

Collaborates with HR, payroll and IT teams to resolve complex cases and system-related issues.

Reviews inquiry trends, prepares reports and provides operational insights to HR leadership to support informed decision-making.

Manages, coaches and develops HR Contact Center team members, providing guidance, performance feedback and professional development opportunities to ensure high-quality, efficient service delivery and continuous improvement in HR support operations.

Performs other duties as assigned.

Education Requirement: Bachelor's degree

Experience Requirement: 4-5 years of progressive experience and 2 years of related managerial experience

An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures: N/A

Working Conditions:

Lifting, pushing, and/or pulling objects up to 50lbs: Occasional (<10% of the time)

Lifting, pushing, and/or pulling objects over 50lbs: Never

Standing or walking with objects up to 10lbs: Occasional (<10% of the time)

Standing or walking with objects up to 25lbs: Never

Sitting at computer workstation for extended periods: Regular (>50% of the time)

Risk of back injury from moving, lifting or positioning patients, equipment, or materials: Never

Repetitive motion: Regular (>50% of the time)

Working at heights above 4 feet: Never

Working in confined spaces: Never

Risk of injuries from use of equipment on the job: Never

Job-related travel: Occasional (<10% of the time)

Loud noises: Never

Temperature extremes: Never

Hazardous chemicals and fumes including waste: Never

Radiation: Never

Burns: Never

Cuts/Punctures: Never

Bloodborne/airborne pathogens: Never

Recombinant DNA or viral vectors: Never

Combative/violent people: Never

Animal handling (including carcasses): Never

Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands:

This position requires regular sitting at a computer workstation for extended periods of time; performing tasks with regular repetitive motions (such as typing); intermittent standing or walking with objects weighing up to 10 pounds; and occasional lifting, pushing, and/or pulling of objects up to 50 pounds or standing or walking with objects up to 25 pounds.