Abbott Supervisor, Global HR Service Center in Chiclayo, Poland
This role is responsible for driving optimal customer satisfaction and directly supervises and coaches the day-to-day activities of the Global HR Service Center team, as well as ongoing development, hiring, rewarding, performance management and allocation of all specialist/associate resources. Responsible for all incoming real time and queued workloads, makes intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Demonstrates a One Team leadership philosophy via providing attention to all aspects of our business. Sets expectations, holds team members accountable for results and conducts Performance Excellence (PEX) program. This role provides enhancement and development opportunities for the candidate who is driven to take control of his/her career.
Must be able to create and maintain strong relationships company-wide and navigate numerous stakeholders and complex organization with a constant focus on driving to resolution for the customer. This role develops and maintains expertise in human resources, benefits, compensation and HR systems knowledge to help drive resolution of customer issues and ensure quality of team responses. This role is empowered to surpass expectations by: collaborating, anticipating, driving to resolution and serving with care, compassion and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.
The incumbent must demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders and the team in which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers, and must demonstrate decisiveness and anticipatory problem solving. Participate in and manage various companywide projects and provide research and support documentation for customer escalations, problem resolution and service recovery.
Essential Job Functions/Core Job Responsibilities
Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
Troubleshoots and resolves customer issues by partnering with all Service Center areas, Practice Centers, BHR, Payroll, and/or legal. Serves as a resource to Service Center partners to meet metrics and customer satisfaction.
Understands business systems (e.g. Avaya, Workday, CRM) to provide guidance on complex transactions and provides detailed reports along with process improvement recommendation to management.
Conducts remote and desk side observation program of associates, providing feedback and setting performance expectations for quality, professionalism, and effective use of resources.
Creates coaching plans and developmental action plans. Conducts Performance Excellence review for agents/associates including 90-day, mid-year and annual reviews. Identifies root causes, process and service gaps, roadblocks to quality customer service, opportunities for process and agent performance, and gathers and disseminates voice of the customer feedback.
Maintains readiness to perform agent/associate position by attending all agent training, and for diagnostic purposes works the agent role periodically, as necessary.
Bachelor’s degree with 5 years of relevant work experience, or 10 years of relevant work experience without a college degree.
Relevant work experience of 2+ years of prior supervisor, coach, team leader or manager in a shared service center, human resources, project management, or supervision of 5 or more employees) highly desirable.
Bilingual fluency [Polish and English] required; Excellent telephone, written and verbal communications skills in both languages necessary.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email email@example.com