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About the role
Key responsibilities & impact- Responsible for supervising, coaching, leading, and developing team members in the Services Center who provide employee and leader guidance related to routine and complex people management activities across all business lines.
- Manage day-to-day Contact Center operations across all service channels including phone calls, emails, chats, portal requests, and voicemails via a Case Management tool.
- Conduct regular performance reviews and one-on-one coaching sessions; create action plans to support employee growth and retention.
- Foster, develop and maintain strong internal and external relationships with key Vendors, HR Partners, Centers or Expertise (COEs) and employees at all levels of the organization.
- Monitor customer satisfaction by reviewing survey comments and identify and act on areas of opportunity.
- Monitor key performance indicators (KPIs) such as average handle time, FCR rate, and quality scores to identify opportunities for process improvements using the RTX continuous improvement tools and programs.
- Develop and analyze service center reports and prepare leadership presentations reflecting service center performance and trends.
- Review call stats, forecasts, and analyze trends to identify opportunities for improvement through technology and communication to address high call volumes.
- Maximize the utilization of technology, automation, self-service functions for contact center tools including case management, IVR and other related systems to positively impact the productivity of the team and support services for the customers - this includes proactive utilization of case management and telephony/IVR solutions to drive proactive actions regarding service delivery.
- Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence.
- This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.
Requirements
What you’ll need- A Bachelor's Degree or equivalent experience
- Minimum 8 years prior experience in IT project management, or an Advanced Degree in a related field and minimum 5 years experience
- Experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR
- Proficient-to-advanced knowledge of MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.)
- Ability to work with highly sensitive and confidential material and possess good business judgment and ethics
- Previous experience in an HR Shared Services center or a similar customer facing type of environment is preferred
- Customer Contact Center experience preferred
- Experience supervising teams with 3 or more employees is preferred
- Experience with Workday
- Exceptional problem-solving skills and strong customer service skills
- Strong analytical ability with large amounts of data
- Ability to partner and interact with senior management and executives
- Ability to exert influence when required with customer base
- Strong attention to detail and organizational skills for documenting workflows and standard work
- Excellent communication skills (written and oral) with all levels of the organization.
Benefits
Comp & perks- Parental (including paternal) leave
- Flexible work schedules
- Achievement awards
- Educational assistance
- Child/adult backup care
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT project managementHR policies and procedurescustomer servicedata analysisperformance managementcase managementtelephonyIVRWorkdayKPI monitoring
Soft Skills
coachingleadershipproblem-solvingcustomer serviceanalytical abilityinfluenceattention to detailorganizational skillscommunication skillsrelationship building
Certifications
Bachelor's DegreeAdvanced Degree in related field