Contact Center Supervisor, HR Service Center

The HRSC Contact Center Supervisor is responsible for leading and managing a team of HR Shared Service Advisors who support our 50,000 employees at Quest Diagnostics. The Supervisor is responsible for ensuring the delivery of high-quality, consistent, and timely HR support to employees, managers, and external stakeholders. This role focuses on optimizing contact center operations, enhancing customer satisfaction, and developing team members to achieve efficiency and experience metrics. The supervisor will also collaborate with other HRSC leaders to drive continuous process improvement and the implementation of HRSC policies and procedures.

Although this is a largely remote role, but the hiring team prefers candidates in the Tampa, FL area.

Leadership & Development:

• Supervise, coach, mentor, and motivate a team of HR Service Center Advisors.

• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to foster professional growth.

• Identify training needs and coordinate development programs to enhance team skills and knowledge.

• Manage team schedules, time-off requests, and ensure adequate staffing levels to meet operational demands.

• Foster a positive and collaborative team environment focused on high performance and customer service.

Operational Management:

• Oversee daily operations of the HRSC Contact Center, ensuring efficient handling of inquiries across various channels (phone, email, fax, ticketing system).

• Monitor and analyze team performance against SLAs, KPIs (e.g., first contact resolution, average handle time, customer satisfaction), and quality standards.

• Identify and implement process improvements to enhance efficiency, accuracy, and employee experience.

• Manage and resolve escalated employee inquiries and complex HR issues, demonstrating strong problem-solving skills.

• Ensure compliance with all relevant HR policies, procedures, and legal requirements.

Customer Service Excellence:

• Champion a customer-centric approach within the team, promoting empathy, responsiveness, and accurate information delivery.

• Monitor quality of service through call monitoring, ticket reviews, and customer feedback analysis.

• Develop and maintain knowledge base articles, FAQs, and scripts to ensure consistent and accurate responses.

• Identify trends in inquiries and provide insights to HRSC leadership for proactive solutions.

Reporting & Analytics:

• Prepare and present regular reports on contact center performance, trends, and key metrics.

• Analyze data to identify areas for improvement and propose solutions.

• Contribute to the development of reporting dashboards and performance tracking tools.

Collaboration:

• Collaborate closely with other HR functions (e.g., HR Business Partners, Talent Acquisition, Payroll, Benefits) to ensure seamless service delivery and issue resolution.

• Participate in cross-functional projects and initiatives as required

Required Work Experience:

• 3+ years of Call Center and Customer Service people management experience

• In-depth understanding of call center metrics, KPI's, and technology

Preferred Work Experience:

HR Shared Services experience

Physical and Mental Requirements:

Routinely required to sit for long periods of time

Knowledge:

MS Office

Oracle HCM

Call center telephony systems

Skills:

Strong Communication Skills - Written and Verbal

Education:

High School Diploma Required