Job Description

　　Job Title: Supervisor, Colleague Services NA

　　Reports To: Manager, Human Resources Shared Services

　　Group/Division: Corporate Human Resources

　　Career Band: 6

　　Job Track: Management

　　Position Location: Costa Rica

　　Direct Reports: Yes

　　FLSA Status: Exempt

　　The Colleague Services Solution Center Supervisor is focused on leading the day-to-day activities of a Multi-Channel Center (Cases, Calls, and Chat) and ensuring that the team meets its strategic goals. Ensures quality service and operational performance by analyzing metric dashboards while optimizing experience. Provides support on complicated questions and issues on center-supported services such as benefits, payroll, and HR policies & procedures. Handle hiring of new team members. The supervisor will display an understanding of Platform Initiatives and be adept to the Company's vast Merger and Acquisition activity.

　　Is responsible for the overall Immigration Process including handling dedicated Immigration team for I-9, the Reverification process, and all the other legal matters related to immigration and reverifications. Handles the relations with the I-9 vendor (Equifax), outside legal counsel (Ogletree) and maintains collaborative partnerships with all partners including Company Legal Counsel, HRTS and the PMO Team.

　　Key Responsibilities:

　　Audits day to day Solution Center volume and case management activity and protocol; in a Service Now and Workday environment

　　Adjusts team activities and flexes staffing where need be to ensure service levels are maintained

　　Ensures team achieves stated performance measures and adheres to established customer service standards

　　Effectively analyzes, evaluates, and resolves issues raised by HR and Analysts and handles each case through quick and accurate resolution

　　Reviews survey feedback provided by employees following case closure; analyzes root cause, addresses dissatisfied employees, and course corrects HR Analysts where appropriate

　　Collaborate with HR Shared Service Center team members and field HR reps to resolve employee issues in a thorough and timely manner

　　Provides real-time, daily, weekly, and monthly metric dashboards; conducts and reviews robust phone, chat and electronic case audits with team members as part of commitment to quality and data integrity

　　Offers ongoing mentoring, coaching, and other feedback for professional development, completes monthly scorecards, focused 1:1 meeting, completes quarterly, semi-annual, and year-end reviews

　　Perform HR Analyst education and training activities

　　Audits metrics and trends to identify areas of process improvement options to improve the customer experience, optimize services, and gain efficiencies through technology or other means; incorporates these into process improvement proposals

　　Stays abreast of HR policies, plans, and programs, providing regular team updates

　　Ensures process documentation is current and teams receive adequate training on changes

　　Performs special projects as needed

　　Ensures projects are on schedule, are documented, and teams are effectively trained in process and functionality changes

　　Leads hiring & onboarding activities with 3rd party recruiting firms and TA team where applicable to ensure proper staffing levels, specifically during peak periods

　　Assists with case work during surge periods

　　Leads HR Analysts scheduling, timecard approval, and team PTO requests, ensuring sufficient daily coverage

　　Performs miscellaneous administrative tasks, ex. invoice processing, expense management etc.

　　Plans monthly/quarterly team building events; leads employee achievement/celebration efforts

　　Minimum Requirements/Qualifications:

　　BA/BS and equivalent of 5+ years work experience, in general human resources, shared services, or customer service preferred, prior supervisory experience is a plus

　　Experience with Service Now as a service delivery platform, with real-time case queue management, work-flow facilitation, monitoring case volumes, wait times, abandonment rates and total time to resolution.

　　Experience with Workday or other HRTS platform is a plus

　　Ability to interpret and communicate HR policies, procedures, and programs

　　Ability to run reports and interpret metrics and is proficient in process analysis and optimization experience

　　Ability to deliver excellent customer care via chat, electronic platform, and phone a must

　　Critical thinking, problem solving, and judgment skills

　　Must possess good listening skills and perseverance to work with a diverse workforce

　　Ability to maintain a positive focus

　　Individual should be able to prioritize and organize high volume workload

　　Collaborates in order to influence decision making

　　May require occasional travel

　　Non-Negotiable Hiring Criteria:

　　BA/BS and equivalent of 5+ years work experience, in general human resources, shared services, or customer service preferred

　　Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application. Experience with Workday and ServiceNow is a plus. Able to perform chat functionality is a plus

　　Excellent social skills needed in order to communicate well within a global, cross-functional, and diverse work environment

　　Self-starter with ability to work productively in both individual and team settings with the ability to collaborate and work effectively in large, complex interpersonal structures with constantly evolving requirements and shifting priorities