Human Resources Service Center Manager

Role: HR Service Center Manager (Tier 1)

Location: Bay Area (San Mateo / Redwood City area) – 5 Days Onsite Per Week

Duration: Late June through October

LOCAL CANDIDATES ONLY

Scope of Work: This is a backfill engagement. The contractor will step in immediately to manage the daily operations of an HR Service Center team, serving as the hands-on leader for a Tier 1 HR support function in a large, complex organization.

Core Responsibilities:

• Overseeing a team of approximately 13–19 associates and ensuring consistently high-quality HR customer service
• Managing case resolution through ServiceNow, maintaining SLA adherence, and tracking operational metrics
• Handling escalated HR inquiries and supporting complex employee needs
• Leading daily team meetings, providing coaching, and driving individual and team performance
• Managing inbound call triage and routing using Cisco phone systems and telephony tools
• Supporting I-9 processing and compliance
• Collaborating with HR leadership on process improvements and service delivery optimization

Key Requirements:

• 7+ years of HR experience; 3+ years in a people management role
• Call center or HR Service Center management experience in a large, complex organization is required – this is non-negotiable
• Hands-on experience with ServiceNow for case management and service request tracking is required
• Proficiency with Cisco telephony systems, including call triage and call routing/rendering
• Strong knowledge of HR policies, onboarding, benefits, and I-9 compliance
• Familiarity with HRIS and employee portal tools; Oracle HCM experience is a plus
• Bachelor's degree or equivalent experience required; SHRM-CP or PHR preferred