Manager of HR Call Center - Shared Services

The Manager, HR Call Center (Shared Services) leads the Team Member Resource Center and is responsible for delivering exceptional, efficient, and scalable HR support across the employee lifecycle. This leader drives operational excellence, service innovation, and continuous improvement while leveraging technology, automation, self-service capabilities, and data-driven insights to enhance the employee experience. Partnering closely with HR stakeholders, the manager evolves service delivery models, optimizes processes, and modernizes HR support through emerging technologies and innovative solutions, ensuring the function remains responsive to changing workforce and business needs while creating a more efficient, scalable, and high-performing employee support model.

• Oversee daily operations of the Team Member Resources Team, ensuring timely and accurate resolution of employee inquiries and transactions.
• Develop and implement service delivery standards, workflows, and performance metrics to drive operational excellence.
• Lead initiatives to improve employee experience through process optimization and technology enhancements.
• Manage escalations and ensure consistent application of HR policies and procedures across all service channels.
• Collaborate with HR Centers of Excellence and Business Partners to ensure alignment and integration of shared services with broader HR strategy.
• Monitor call center analytics and reporting to identify trends, training needs, and service gaps.
• Ensure compliance with data privacy, employment regulations, and internal controls.
• Drive continuous improvement through feedback loops, employee engagement, and service innovation.
• Support onboarding, offboarding, and lifecycle transactions with a focus on accuracy and efficiency.
• Lead change management efforts related to system upgrades, policy changes, and organizational restructuring.

Education

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• Master’s degree preferred.

Certification

• SHRM-CP or PHR preferred.

Relevant Experience

• 5 years of experience in HR operations or shared services, with at least 2 years in a leadership role.
• Experience managing high-volume service environments and HR systems (e.g., Oracle, Workday, ServiceNow).
• Strong understanding of HR processes and employee lifecycle transactions.
• Excellent communication and customer service skills.
• Ability to lead and motivate teams in a fast-paced environment.
• Proficiency in HRIS and case management systems.
• Analytical mindset with experience in metrics and reporting.
• Strong problem-solving and decision-making abilities.
• Ability to manage confidential information with discretion.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma).
• Knowledge of employment laws and compliance requirements.
• Ability to collaborate across departments and influence stakeholders.