HR Call Center Supervisor

Public Partnerships | PPL•US NY Remote, NY

1d•$90,000 - $95,000•Remote

About The Position

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com). The Senior HR Generalist serves as the HR Call Center Supervisor for our New York CDPAP contract. This role is responsible for supervising the HR Generalist call center team while actively participating in daily call center operations. The ideal candidate will be well-versed in benefits, employee relations, and vendor management and will serve as the primary escalation point for complex HR call center inquiries from the generalist team.

Requirements

Strong leadership and team management skills with a hands-on approach.
Excellent communication, problem-solving, and interpersonal skills.
Proven ability to manage high-pressure situations and resolve conflicts effectively.
Experience with vendor management and contract oversight.
Experience working in or supervising a call center environment.
Proficiency in HRIS systems and call center software.
Bachelor’s degree in Human Resources, Business Administration, or a related field or equivalent combination of experience and/or education.
5+ years of progressive experience in Human Resources, with a focus on employee relations, benefits, and policy development.

Nice To Haves

HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR).

Responsibilities

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.