HR Call Center Supervisor

Public Partnerships | PPL

Senior HR Generalist serving as HR Call Center Supervisor for New York CDPAP contract. Overseeing operations, staff performance, and escalated HR issues management.

Posted 7/24/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Human Resources management, focusing on employee relations, policy development, and compliance with regulations. Proven ability to lead teams, manage vendor relationships, and utilize HRIS systems for data-driven decision-making.

Highest-signal resume keywords

5+ Years Of Progressive Experience In Human ResourcesHR Certification (SHRM-CP, SHRM-SCP, PHR, SPHR)Experience In Vendor Management And Contract OversightProficiency In HRIS Systems And Call Center SoftwareExperience Working In Or Supervising A Call Center Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Employee RelationsPolicy DevelopmentCompliance ManagementData-Driven Decision-MakingPerformance Review Conducting

Soft Skills

CoachingTeam LeadershipCommunication

Tools & Technologies

HRIS SystemsCall Center SoftwareNexus

Certifications & Qualifications

SHRM-CPSHRM-SCPPHRSPHR

Industry Keywords

CDPAP Contract RequirementsDOH RegulationsVendor ManagementCall Center Environment

About the role

Key responsibilities & impact

Supervise and lead the HR Generalist call center team to ensure efficient, accurate, and timely responses to employee inquiries.
Actively answer calls in the HR call center to maintain service levels and stay at-tuned to frontline issues.
Serve as the primary point of contact for escalated HR issues, providing resolution guidance and ensuring timely follow-up.
Assist in the development, implementation, and revision of policies and procedures in alignment with New York CDPAP contract requirements.
Ensure ongoing compliance with DOH and other applicable regulations.
Collaborate with vendors to escalate and resolve issues, maintaining strong communication and tracking mechanisms.
Partner with senior leadership to align HR practices with organizational goals.
Provide coaching, identify training needs, and development opportunities to HR Generalists to enhance team performance.
Work closely with L1 support to share best practices, SOPs and scripting when needed.
Monitor HR metrics on Nexus and generate reports to support data-driven decision-making.
Monitor and approve HR Generalists' timecards.
Responsible for conducting annual performance reviews for the HR Generalists.

Requirements

What you’ll need

5+ years of progressive experience in Human Resources, with a focus on employee relations, benefits, and policy development.
Bachelor’s degree in Human Resources, Business Administration, or a related field.
HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR).
Experience with vendor management and contract oversight.
Experience working in or supervising a call center environment.
Proficiency in HRIS systems and call center software.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Remote work options