HR Call Center Supervisor

Job not on LinkedIn

🔥 10 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $90k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Public Partnerships | PPL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

🤝 B2B

Healthcare Insurance • B2B

Public Partnerships | PPL is a provider of financial management and administrative services that enable self-directed Medicaid long-term care. The company helps eligible Medicaid participants hire and manage caregivers (including family or friends), handles payroll, payments, tax and compliance paperwork, and offers online tools and support to participants, caregivers, and program administrators. PPL partners with state Medicaid agencies and managed care organizations to administer self-directed care programs across multiple states, aiming to simplify program administration and keep people in their homes.

📋 Description

• 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

• 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

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