Contact Center Supervisor

United Technologies   •  

NC

Industry: Transportation

  •  

5 - 7 years

Posted 173 days ago

This job is no longer available.

The Contact Center Supervisor role

We’re looking for customer focused, pro-active, energetic and collaborative employees who have the ability to lead a newly formed team in a Contact Center environment. This service center will function across UTAS in the United States and will provide support to employees, managers, and HR professionals. The Global People Services Contact Center Supervisor reports to the Manager of GPS and oversees centralized human resource representatives whose responsibilities include interpretation of, and response to, a wide variety of human resource related inquiries. In this exciting role, you will lead, coach, mentor and develop a team of HR Advisors and Specialists who are researching, analyzing, and responding to HR inquiries ranging from simple policy questions to much more complex issues.

The key responsibilities of this role will include:

  • Responsible for managing, coaching, leading and developing HR team members in the UTAS Contact Center who provide employee and leader guidance related to simple and complex issues supporting ~25,000 employees, managers, and HR professionals across UTAS via phone calls, email, and Case Management
  • Serve as an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all client interests
  • Manage employee skills sets, assignments, shifts, scheduling and other day-to-day managerial tasks
  • Be a subject matter expert for all relevant Global People Services and company-wide processes and policies
  • Monitor and Score HR Advisors and Specialists regarding contact center calls via a dashboard focusing on excellent customer service and learning and development
  • Foster, develop and maintain strong internal and external relationships with key vendors, Executives, HR Partners, and all levels of the organization
  • Interpret simple and complex company and business unit policies and procedures, having the ability to convey them in a simplified manner
  • Monitor customer satisfaction by reviewing survey comments and identify and act on areas of opportunity
  • Ensure Performance Connections are completed timely and focus on employee development and engagement
  • Log in and take calls to support the team if necessary (high call volume, company initiatives)
  • Provide advisory escalation support and exert influence when required to HR, managers, and employees
  • Oversee, review, understand, and continuously improve processes within the organization while promoting quality, compliance management, and process improvements using the UTC “ACE” tools and guidance
  • Work collaboratively with all areas of Global People Services to ensure that the overall targets of the Service center and overall organization are met and exceeded
  • Utilize the case management system to document and escalate inquiries following both defined and undefined process steps to achieve required service level agreements
  • Analyze, plan and develop contact center reports, and prepare leadership presentations reflecting contact center data and trends
  • Review call stats for trend analysis to identify opportunities for improvement through technology and communication to address high call volumes
  • Encourage the team to educate employees on HR services available and encourage employee and manager self-service
  • Consistently and proactively demonstrate and be a role model providing excellent customer service
  • Maximize the tools and technology, such as Salesforce CRM, ADP Enterprise version 5, and Workday, to positively impact the productivity of the team and service for the customer - this includes proactive utilization of case management and telephony/IVR solutions to drive proactive actions regarding service delivery
  • Prioritize projects and activities and appropriately delegate and allocate work among staff members
  • Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence
  • Special Projects and any other duties as assigned

Qualification:

  • Experience with HR policy or other areas of expertise (i.e. Compensation, Benefits, Talent Management) within HR
  • 5 years of experience with HR policy or other areas of expertise
  • Excellent problem solving skills and strong customer service skills
  • Ability to work both independently and in a team environment
  • Ability to exert influence when required with customer base
  • Strong attention to detail and organizational skills for documenting
  • Excellent communication skills (written and oral) with all levels of the organization
  • Proficient in MS Office applications
  • Advanced in Power Point and Excel
  • Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

Preferred: Experience/Qualifications

  • Previous experience in an HR Shared Services center or a similar customer facing type of environment is preferred
  • Customer Contact center experiencepreferred
  • Experience supervising teams with 5 or more employees is preferred
  • Experience with ADP Enterprise version 5, and Workday is preferred

Education:

Bachelor’s degree (or equivalent experience) with 5+ years of relevant experience; or
Master’s degree with 3+ years of relevant experience

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job ID 68121BR