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About the Role

The Senior HR Generalist serves as the HR Call Center Supervisor for the New York CDPAP contract. This role involves supervising the HR Generalist call center team, participating in daily operations, managing benefits and employee relations, and serving as the primary escalation point for complex inquiries.

Responsibilities

• Supervise and lead the HR Generalist call center team to ensure efficient and accurate responses.
• Actively answer calls in the HR call center to maintain service levels.
• Serve as the primary point of contact for escalated HR issues.
• Develop, implement, and revise policies and procedures aligned with New York CDPAP contract requirements.
• Ensure ongoing compliance with DOH and other applicable regulations.
• Collaborate with vendors to escalate and resolve issues.
• Partner with senior leadership to align HR practices with organizational goals.
• Provide coaching and identify training needs for HR Generalists.
• Work with L1 support to share best practices, SOPs, and scripting.
• Monitor HR metrics on Nexus and generate reports for data-driven decision-making.
• Monitor and approve HR Generalists' timecards.
• Conduct 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.
• Experience working in or supervising a call center environment.
• Experience with vendor management and contract oversight.
• Proven ability to manage high-pressure situations and resolve conflicts effectively.

Skills

• Strong leadership and team management
• Excellent communication, problem-solving, and interpersonal skills
• Proficiency in HRIS systems
• Proficiency in call center software

Location

• New York, NY (Remote)

Work Type

• Remote

Experience Level

• 5+ years of progressive experience

Education Level

• Bachelor’s degree in Human Resources, Business Administration, or a related field
• HR certification (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR)

Salary/Compensations

• $90,000 - $95,000

About the Company

• Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults to self-direct their own long-term home care.
• The nation’s largest and most experienced Financial Management Service provider.
• Culture that attracts and rewards results-oriented individuals in a fast-paced, entrepreneurial environment.

Equal Opportunity

• PPL is an Equal Opportunity Employer dedicated to celebrating diversity and creating a culture of inclusion.
• Employment decisions are based on merit, business needs, job requirements, and individual qualifications without regard to protected status.