Job SummaryThe 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
Duties & 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.
Required Skills: - 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
Qualifications:Education:
Bachelor's degree in Human Resources, Business Administration, or a related field
Equivalent combination of experience and/or education.
Experience:Certification:
5+ years of progressive experience in Human Resources, with a focus on employee relations, benefits, and policy development.
HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR).
Working Conditions:
Remote - NY
Supervisory Responsibility
(If applicable):
This role is responsible for supervising the HR Generalist call center team.
Compensation: $90,000-$95,000The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classifiedThe above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified 
