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Delivery Support Manager

Job Description:

The Delivery Support Manager leads and guides the Human Resources functions for a customer contact center location to provide a broad range of services to over 800 call center agents’ and supervisors, a large number of whom are non-exempt technical support and customer service positions. The Delivery Support Manager supports the full employment lifecycle by engaging with supervisors, managers and agents. To provide best practices in all areas of human resources, including but, not limited to, employee relations, FMLA/OFLA/ADA administration, benefit administration, salary administration, legal compliance, safety, performance management and management development, engagement and retention initiatives, training managers in core HR programs, and support general business and management practices.

Primary Job Functions include, but are not limited to:

  • Manages activities throughout the employment lifecycle.

  • Assists in ensuring safety policies and procedures are in place to ensure and safe work environment and assists in the facilitation of a safety committee according to designated guidelines.

  • Addresses external requests associated with legal entities such as the Department of Labor, I EEOC, Unemployment Commission, and other government agencies.

  • Responsible for ensuring new employees start off well with New Employee Orientation and manages all associated documentation.

  • Partners with the Human Resources Manager to assist in the administration and training of compensation and benefit programs.

  • Ensures supportive, effective and compliant management of all Leaves of Absences including, personal LOA, ADAAA, FMLA, OFLA Military and other leaves as applicable.

  • Ensures compliance adherence and serves as subject matter expert for all GA/federal/local: Wage and Hour Regulations and all employment laws remaining current on any changes; provides timely overviews of potential changes and impacts associated with these changes.

  • Consults with managers and supervisors on employee relations issues, providing open dialogue, seeking positive solutions and while consistently adhering to company policies and procedures.

  • Conducts confidential investigations, draws conclusions and presents recommendations and follows up to insure coaching and corrective actions are handled appropriately.

  • Utilizes detailed and accurate documentation practices in handling all employee relations matters; maintains discretion and confidentiality.

  • Develop and partners in employee engagement activities, special events or programs which develop teamwork, aid in retention, and creates a positive work environment.

  • Provides employees with an opportunity to address work-related problems in a discriminatory free and confidential environment.

  • Aids in the development of and maintains human resources forms to ensure consistent record keeping and data management for the HR function.

  • Responsible for all verbal conversations, related to corrective actions and separation of employment practices, legal compliance and interpretation of company policies

  • Participates in staff meetings on weekly/monthly basis and ensures transparent and accurate distribution of all HR related communication.

  • Implements training and development opportunities specifically related to human resources topics such as Harassment and Diversity training and other business practices.

  • Partners with the Recruiting function to ensure legal compliance in all hiring and onboarding practices

  • Provides guidance, coaching, direction and mentoring to HR support positions

  • Completes, manages and submits reports, summaries and documented metrics

  • Supports the Mission and Core Values of L&L Communications and act as a role model for these values to all employees of the Company, its vendors and clients


Job Requirements/Typical Qualifications:


  • College degree in Business, HR or related field.

  • Specialized education/training in Human Resources including HR certifications helpful.

  • Strong employee relations, team building and business partner skills.

  • Demonstrated successful HR managerial experience.

  • Typically 5-8 years progressively responsible experience with knowledge of a broad range of human resources functions such as Workers Compensation, OSHA, FLSA, and overall federal employment regulations.

  • Business experience in telecommunications, call center or customer service industry or in retail or hospitality environment supporting a large number of employees.

  • Problem solver, detail oriented with strong organization skills.

  • Ability to prioritize and manage tasks and projects to successful conclusions, and demonstrates effective time management skills.

  • Self-starter and self-motivated with ability to work independently, but to partner effectively with and contribute to a country-wide US HR team.

  • Respectful business partner focused on ethics and compliance with sound judgement in applying varying situations.

  • Ability to coach, mentor and train and develop HR staff.

  • Good grammar, good writing and verbal skills with ability to present and deliver training.

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and HRIS data management.

  • Ability to flourish in a dynamic, fast paced environment.

Employment Type: Full-Time

Job Type: Human Resources, Executive, Management

Education: Graduate Degree

Experience: At least 5 year(s)

Manages Others: Not Specified

Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries

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