HR Contact Center Manager

Texas Health Huguley FWS; Town of Florida (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

A healthcare organization is seeking an HR Contact Center Manager to oversee daily operations and strategic support of contact center activities. The successful candidate will ensure service levels are met, manage escalations, and foster communication across teams. Strong expertise in Human Capital Management and customer relationship tools is essential. This role offers a full-time schedule from Monday to Friday.

Benefits

Benefits from Day One

Whole Person Wellbeing Resources

Mental Health Support

Qualifications

• 3+ years directly supervising others in a contact center setting.
• Expert knowledge in HCM, CRM, and HR web-based tools.
• Proficiency in Microsoft Office Suite is required.

Responsibilities

• Oversee daily HR contact center operations to meet performance standards.
• Develop processes to support metrics and service agreements.
• Monitor call case escalation processes for seamless end-user service.

Skills

Supervising others

Human Capital Management (HCM)

Customer Relationship Management (CRM)

Workforce management scheduling

Call routing technology (CISCO)

Microsoft Office Suite

Effective communication

Balancing multiple priorities

Job description

HR Contact Center Manager

Job Number: 25044091

Benefits

• Benefits from Day One
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Our promise to you

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose‑minded team. All while understanding that together we are even better.

Shift: Monday‑ Friday Full time 8am‑5pm

The role you will contribute

The HR Employee Contact Center Manager oversees the daily operations and strategic support of HR contact center activities, inclusive of call center, document management, employment verification, and workforce operations. The Manager ensures effective operations that are staffed to meet service levels and equipped to provide accurate and efficient service to meet performance indicators. Partnering with cross team functional managers, the Manager will establish and monitor the call/case escalation process to ensure seamless service for end users. The Manager addresses escalations and take action to improve processes/resources. Monitoring and utilizing data, along with direct feedback from HRSS teams and facility employees, the Manager works to address gaps in performance and implement measures for continuous improvement.

The value you will bring to the team

• Manages daily operations to meet performance standards and service level agreements.
• Develops processes to support metrics, quality, standards, and service agreements.
• Addresses escalations through research, coaching, and follow‑up, rebuilding credibility and resolving knowledge gaps.
• Uses survey results and performance indicators to identify training needs and resources.
• Partners with contact center, functional team, and HRIS to maintain the knowledge library.
• Stays informed of changes impacting inquiries and communicates risks effectively.
• Ensures compliance with regulations and company policies.
• Collaborates with HR leaders to foster open communication.
• Drives continuous improvement by encouraging better approaches and leading change implementation.
• Oversees forecasting and scheduling to ensure staffing meets workload needs.
• Implements plans to address fluctuations in call volumes for short‑term issues and long‑term projects.
• Ensures team members have the knowledge and resources to handle issues with minimal escalations.
• Other duties as assigned

Qualifications

The expertise and experiences you’ll need to succeed:

• 3+ directly supervising others, contact center operations
• Expert knowledge in Human Capital Management (HCM), Customer Relationship Management (CRM), and Human Resources web‑based tools (preferably PeopleSoft)
• Expert knowledge of workforce management scheduling practices
• Expert knowledge of call routing technology, preferably CISCO
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc)
• Knowledge of current developments and trends in area of expertise
• Skilled in using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes
• Ability to effectively and professionally communicate across multiple levels of employees within and across the organization
• Skilled in balancing multiple and fluctuating priorities with appropriate sense of urgency

Preferred Qualifications

• 5+ leading contact center operations, human resources shared services preferred
• Diversified experience in human resources