HR Call Center Supervisor

» HR Call Center Supervisor
Human Resources
in Altamonte Springs
, FL
Reference: 19-04450

Responsibilities:

  • Supervise a team of HR Contact Center employees and provide coaching and feedback on individual and team performance outcomes
  • Provide call and case support during high peak times
  • Ensure call and case management outcomes align with performance expectations and defined processes
  • Evaluate case data and audit solution usage for accuracy, training needs
  • Analyze service center trends and business cycles to predict long- and short-term staffing needs
  • Manage daily staffing schedules to ensure adequate coverage at all times
  • Develop and maintain training and reference materials for team
  • Serve as an escalation for representatives and specialists
  • Other duties or projects as assigned by the Contact Center Manager

Qualifications:

  • Bachelor’s degree in relevant field
  • Three years of experience in a high-volume contact center, specialized in supporting multiple human resources functions resolving complex issues
  • One year of experience in overseeing the work of or supervising others