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The Senior Supervisor, HR Shared Service is responsible for managing the day to day activities of a HR Contact Center team responsible for excellent customer experience while guiding employees through their lifecycle at Ford. The activities includes resolving HR inquiries, phone and chat support, employment related data changes and documentation in order to provide end-to-end customer care.
He/she will work directly with the Manager, HR Shared Service to support the overall vision of the HR Contact Center and HR Shared Services. He/she will partner with key HR Shared Services team members to build HR knowledge, develop data management plan and ensure compliance with corporate data administration and security standards within People First to ultimately deliver excellent HR counsel and customer service during every interaction with Ford employees. It is also his/her responsibility to act as an escalation point for the supported countries. As a people leader he/she will manage the performance of HR Contact Center team members and will ensure the ongoing achievement of department objectives to meet and exceed Service Level Agreements (SLA).
Responsible for managing the daily functions of their team
Serve as an escalation point; interacts with employees at various levels and departments within the organization for problem resolution
Work with HR Specialists and COE Specialists to resolve customer issues and concerns
Manage performance of HR Contact Center team members
Ensure the ongoing achievement of department objectives to meet and exceed Service Level Agreements (SLA)
Recommend and assist in the implementation of business solutions that effectively improve current processes and develop new and viable ways to serve customers
Participate in developing the HR Contact Center employees through regular feedback and coaching
At least 4 years proven experience in HR Shared Services/Operations with at least 2 years of supervisory experience preferably in a Customer Service atmosphere
Bachelor’s degree in Human Resources, Business Administration, or other related fields
Fully professional level of English and Spanish knowledge both verbal and written is mandatory
Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
Strong analytical, problem-solving, and decision making skills
Significant customer management experience and ability to manage customer expectations
Demonstrated effectiveness when dealing with dissatisfied customers
Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment
Ability to manage, influence, partner, negotiate, effectively communicate through verbal and written methods and deliver presentations
Adaptive and flexible to new ideas and change
Ability to effectively manage complex issues and difficult customers when cases are escalated to the supervisor
Strong customer orientation and share /coach team members on customer service protocols
Working hours: 40 hours / week
Requisition ID : 30328