HR Contact Center Lead (Night Shift)

CH01 CHE Fresenius Medical Care (Schweiz) AG; Hinoba-an; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Fresenius Medical Care is seeking an HR Contact Center Supervisor in the Philippines to lead a team of HR advisors delivering day-to-day support to US employees. The role emphasizes team execution, service quality, and coaching to ensure consistent, employee-focused service across interactions.

The ideal candidate will have 3–5 years in HR shared services or contact centers, with at least 3 years in a supervisory role, and be prepared for permanent night shifts to support US operations.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3–5 years in HR shared services, contact center, or similar environment.
• At least 3 years in supervisory or team lead capacity.
• Willingness to work night shift to support US operations.

Responsibilities

• Oversee daily team activities, including queue coverage, case handling, and schedule adherence.
• Provide regular coaching, feedback, and support to team members to strengthen capability and confidence.
• Review cases and interactions to ensure clarity, accuracy, and professionalism; balance efficiency with empathy.
• Identify recurring issues and suggest practical improvements to workflows or knowledge gaps.
• Act as a key link between frontline team members and management; escalate risks and priorities.

Skills

Team leadership

Coaching

Customer-focused

Communication

Attention to detail

Education

Bachelor’s degree or equivalent

Tools

Workday / SAP

Case management systems

Microsoft Office

Job description

Fresenius Medical Care is seeking an HR Contact Center Supervisor in the Philippines to lead a team of HR advisors delivering day-to-day support to US employees. The role emphasizes team execution, service quality, and coaching to ensure consistent, employee-focused service across interactions.

The ideal candidate will have 3–5 years in HR shared services or contact centers, with at least 3 years in a supervisory role, and be prepared for permanent night shifts to support US operations.