Human Resources Operations Call Center Supervisor

The HR Operations Supervisor is responsible for overseeing the HR Operations teams, who provide support and guidance to BBI employees and managers on all HR related matters. This role is responsible for supervising and guiding the team, ensuring efficient and effective HR operations, and maintaining compliance with local, state, and federal employment laws. The HR Operations Supervisor ensures that the team provides exceptional support to BBI employees and managers, fostering a high-performing, customer-focused HR environment. The HR Operations Supervisor also collaborates with other HR and Field Operations teams to improve and streamline the HR processes and systems.

DUTIES

* Supervises the HR Operations team, providing leadership and development by training, coaching, counseling and mentoring employees.

* Supervise daily activities of the HR Operations team, ensuring efficient workload distribution and task completion.

* Ensure the team provides high-quality support to employees and managers, handling escalated inquiries and issues with professionalism and empathy, and ensuring data privacy and security.

* Provide workforce management, planning, and scheduling, while identifying and implementing changes as necessary to improve quality and efficiency as measured by key indicators (e.g., Avaya ASA, Max Delay).

* Adjust team roles based on call/case volume and business needs; assist with calls and cases as needed.

* Handle escalated, complex, and sensitive customer inquiries, resolving them promptly and professionally.

* Collaborate with HR Team Members and stakeholders to ensure accurate and timely resolution of HR inquiries and escalations.

* Assist customers in navigating HR information systems and technology applications.

* Support compliance management by staying updated on employment laws, regulations, and policies, and ensuring team adherence.

* Monitor and evaluate individual and team performance, ensuring quality standards and service level agreements (SLAs) are met.

* Audit and review quality of service of calls and offline case management, ensuring appropriate documentation, troubleshooting steps and communication was provided and provide real-time feedback to team members.

* Analyze call center and case management data to identify trends, opportunities for improvement, and training needs.

* Provide regular reports, insights and recommendations to leadership.

* Provide ongoing training, coaching, guidance, and development opportunities to team members to enhance their skills, performance, and professional development.

* Foster a positive and inclusive team culture that values diversity, collaboration, and continuous improvement.

* Maintain strong relationships with Field Operations, Legal, and internal HR teams to ensure successful HR process execution and compliance.

* Develop and maintain comprehensive documentation for HR business processes and systems including Knowledge Base articles, SOPs, scripts, and escalation protocols.

* Identify and escalate areas for improvement within HR operations, supporting the implementation of changes.

* Serve as a subject matter expert on HR processes, procedures and systems for the employee life cycle within all HR modules/systems.

* Oversee testing and validation for HR business process updates, enhancements and modifications prior to deployment.

* Other duties as assigned.

Education and Experience

* Bachelor's degree in Human Resources, Business Administration, or a related field preferred, or equivalent experience.

* 2-4 years of HR experience, with a strong understanding of HR benefits, talent, and payroll business processes.

* Prior experience in leading a team is required, preferably within a call center environment.

* Bilingual English/Spanish preferred.

Skills/Abilities

* Strong communication and interpersonal skills, with the ability to lead teams and build relationships.

* Ability to work independently and as part of a team, with a high level of initiative and accountability.

* Analytical, organized, and able to efficiently and effectively manage multiple tasks simultaneously.

* Excellent customer service skills and the ability to work with all levels of staff.

* Intermediate to advanced computer proficiency in MS Access, Word, Excel, and PowerPoint.

Bloomin' Brands offers benefits such as medical, dental, vision, and 401k. Further details around eligibility and additional benefit offerings can be found at BloominBrandsBenefits.com.

We value diversity and are proud to be an Equal Opportunity Employer. We are committed to providing all individuals employment consideration regardless of race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.