HR Contact Center Supervisor

Fresenius Medical Care; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Fresenius Medical Care is hiring an HR Contact Center Supervisor in Metro Manila to lead a team of HR advisors supporting US employees. The role concentrates on team execution, service quality, and coaching to ensure consistent, employee-focused support across all interactions.

The position requires 3–5 years in HR shared services or similar environments, with at least 3 years in supervision and a willingness to work permanent night shifts to support US operations.

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.

Responsibilities

• 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 action to address gaps.
• Provide regular coaching, feedback, and support to team members; conduct one-on-ones and team huddles.
• Support onboarding and ongoing training to maintain service readiness.
• Review cases and interactions for clarity, accuracy, and professionalism.
• Handle escalations and guide team through complex or sensitive concerns.
• Identify recurring issues and suggest practical workflow improvements.
• Partner with the Manager on small-scale process enhancements.
• Act as a key link between frontline team members and management.
• Share updates and priorities clearly with the team.

Skills

Coaching & leadership

Customer focus

Multitasking

Clear communication

Attention to detail

Education

Bachelor's degree or equivalent experience

Tools

Workday

SAP

Ticketing 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.

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 clear 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