HR Service Center Manager (Tier 1)

Role: HR Service Center Manager (Tier 1) – Backfill Location: Bay Area (San Mateo / Redwood City area) – 5 Days Onsite Per Week Duration: Late June through October possible for C2H 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/Call Centre 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 serviceManaging case resolution through ServiceNow, maintaining SLA adherence, and tracking operational metricsHandling escalated HR inquiries and supporting complex employee needsLeading daily team meetings, providing coaching, and driving individual and team performanceManaging inbound call triage and routing using Cisco phone systems and telephony toolsSupporting I-9 processing and complianceCollaborating with HR leadership on process improvements and service delivery optimizationKey Requirements:7+ years of HR experience; 3+ years in a people management roleCall center or HR Service Center management experience in a large, complex organization is required – this is non-negotiableHands-on experience with ServiceNow for case management and service request tracking is requiredProficiency with Cisco telephony systems, including call triage and call routing/renderingStrong knowledge of HR policies, onboarding, benefits, and I-9 complianceFamiliarity with HRIS and employee portal tools; Oracle HCM experience is a plusBachelor's degree or equivalent experience required; SHRM-CP or PHR preferred