Senior Manager HR Call Center

AMN Healthcare•Dallas, TX

18d•$117,500 - $139,500

About The Position

Welcome to AMN Healthcare — Where Talent Meets Purpose Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you. At AMN Healthcare, we don’t just offer jobs — we build careers that make a difference. Why AMN Healthcare? Because Excellence Is Our Standard: Named to Becker’s Top 150 Places to Work in Healthcare — three years running. Consistently ranked among SIA’s Largest Staffing Firms in America . Honored with Modern Healthcare’s Innovators Award for driving change through innovation. Proud holder of The Joint Commission’s Gold Seal of Approval for Staffing Companies since 2006. The Senior Manager, HR Service Center is a critical leader within our HR Operations function, accountable for overseeing and advancing the delivery of scalable, high-impact HR services to a workforce of ~3,000 team members. This role leads the design, execution, and continuous improvement of centralized support operations spanning HR transactions, systems navigation, policy inquiries, leave administration, onboarding, and payroll case resolution. As a strategic business partner to Centers of Excellence (COEs), HR Business Partners, and Technology teams, this role leverages analytics, automation, and service design to transform how employees experience HR. The ideal candidate brings expertise in shared services delivery, contact center leadership, and HR technology—and thrives in a fast-paced, growth-oriented environment that demands innovation and rigor.

Requirements

Bachelor’s degree in Human Resources, Business, or related field required; Master’s preferred.
7+ years of progressive HR experience, with at least 3–5 years in HR operations or shared services leadership.
Prior experience managing an HR contact center or centralized HR support function within a mid- to large-sized organization (1,000+ employees).
Strong command of HRIS systems (preferably Workday), case management platforms, and knowledge management tools.
Demonstrated experience in process redesign, automation, and service delivery transformation.
Advanced Excel and reporting skills; comfort with service metrics and operational analytics.
Proven ability to lead high-performing teams and manage change in complex, matrixed environments.
Strong interpersonal and communication skills with ability to influence cross-functional partners and drive accountability.
Commitment to service excellence, integrity, and fostering a culture of continuous improvement.

Responsibilities

Own and evolve the HR Service Center operating model to ensure high-quality, consistent support across the full spectrum of employee inquiries and HR transactions.
Lead a team of HR Specialists responsible for resolving Tier 1 and Tier 2 requests, driving operational consistency and service excellence.
Establish and monitor SLAs, KPIs, and internal governance to ensure data accuracy, process adherence, and a best-in-class employee experience.
Plan, monitor, and optimize resource allocation and scheduling based on call volume, case trends, and business cycles.
Ensure timely and professional resolution of escalated cases, collaborating closely with COEs, Legal, Payroll, and HRBPs.
Analyze call/contact center data to identify patterns, develop performance forecasts, and improve staffing strategies and service delivery.
Lead cross-functional initiatives to digitize, streamline, and standardize processes, enabling scalable growth and minimizing manual effort.
Collaborate with HRIS and IT to drive enhancements in Workday, ServiceNow, and other platforms supporting the HR service experience.
Serve as product owner for case management tools and employee knowledge bases, ensuring systems evolve with business needs.
Hire, coach, and develop a high-performing team, creating a culture of service, innovation, and continuous improvement.
Conduct regular 1:1s and performance reviews, using KPIs and feedback loops to guide development and recognize excellence.
Partner with training teams to build and deliver onboarding and upskilling programs for HR Service Center staff.
Monitor service trends through case volume reports, first contact resolution, cycle times, and customer satisfaction metrics.
Develop and present dashboards and executive-ready reports to HR leadership, identifying opportunities for proactive interventions.
Translate service data into actionable insights that improve processes, reduce friction, and enhance employee engagement.
Act as the primary liaison between the HR Service Center and COEs (e.g., Benefits, Compensation, Talent Acquisition, Employee Relations).
Partner with HRBPs to support business-specific needs, provide insights on recurring themes, and recommend systemic improvements.
Support enterprise HR projects and transformation efforts through seamless execution, change management, and stakeholder education.