HR Contact Center Supervisor

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

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

Creating a future worth living. For patients. Worldwide. Every day. Fresenius Medical Care is the world's leading provider of products and services for individuals with kidney disease of which approximately 4.5 million patients worldwide regularly undergo dialysis treatment. United by a shared purpose of creating a future worth living for chronically and critically ill people, we care for around 292,000 dialysis patients around the globe. In addition, we operate around 35 global production sites to provide products such as dialysis machines, dialyzers, and related disposables. We aim to continuously improve our patients' quality of life by offering them high-quality products as well as innovative technologies and treatment concepts.