Americas Employee Care Manager

hace 7 días

San José, Costa Rica Screenovate A tiempo completo

The Employee Care manager oversees a team of HR customer service professionals who deliver HR support to Intel employees across a given region or globally. This is a senior role that drives transformation through leadership, influencing, and the ability to effectively implement and get results; can provide direction using sound judgment, and engage regularly with key stakeholders, including other HR Leaders. This role will continually drive process improvements to increase the level of service, deflect volumes, and find more efficient ways of operating. This role will continue to build or expand services that are of value to our employees. This is a people leader role that will sustain a high-performing team, facilitate, and delegate work, provide coaching and feedback, career development, and performance management. The manager partners and works closely with other Employee Care managers, globally, to ensure operations are managed in a globally aligned and effective way. In addition to managing daily operations and meeting KPIs. This individual can prioritize multiple tasks, possesses strong communication skills, and is comfortable working in a rapidly changing and ambiguous environment with mínimal direct supervision.

**You will help Intel with the following, but not limited to**:

- Create strategies, lead initiatives and teams using, business acumen, stakeholder engagement, influencing, and transition management to implement and attain results with a global mindset
- Set clear performance objectives for each employee, driving results to meet these individual goals, establishing a clear and robust development plan per employee, identifying training needs across the team, addressing performance issues in a timely manner, and creating an ongoing positive team culture of growth, learning, and inclusivity while achieving objectives of the team.
- Drive the team to deliver high-quality results. This will be done by ensuring all organizational KPIs are met including flawless support without excursions, the root cause of any customer issues in the operation through regular analysis of KPIs to find sustainable solutions, and fostering innovative ideas across the team through creating a culture of testing and piloting new ideas.
- Regular engagement with key stakeholders/partners/and leaders globally with the objective to align on organizational strategies and share Global Employee Services customer insights relevant to the focus area.
- Create, implement, and drive adherence to global standard operating procedures to guarantee a consistent quality customer experience in all interactions globally.
- Close collaboration with other Regional Employee Care managers to understand customer trends, global operational efficiencies and drive consistent performance across all regions.
- Influence and advocacy for continuous improvements and sustainability of our documented processes to ensure ease of use for our teams and quality service delivery to our customer.
- Play a key role in strategic Global Employee Services initiatives to provide regional insights to then produce sustainable global implementations. This can include but is not limited to volume reduction efforts, CSAT improvements, global standardization efforts, and new hire training strategies.
- Role model leadership attributes and be a leader of transformative change through positive reinforcement, risk taking, having a growth mindset, and inspiring the team.
- Communication and stakeholder management.
- Maintain a high level of accountability and responsibility for operational performance and achieving business objectives.
- Well organized and analytical mindset to solve critical issues in a timely manner.
- Discipline and time management as well as orientation to results.
- Experience in people management and managing a team of experts in a given HR domain.
- Skills to create and implement strategies to continually evolve services and improve operations and customer experience.
- Contact Center and relevant technology management.
- Team motivation and growth mindset.
- Quality Orientation.
- Teamwork and skills to collaborate with cross regional, multidisciplinary teams

**Competencies and Focus Areas**:

- Strategic Thinking.
- Customer Orientation.
- Critical thinking and decision making.
- Influence.
- Team Leadership.
- Developing Others.
- Driving Results.
- Problem Solving.

**Qualifications**

**Minimum Qualifications**:

- Bachelor's degree and 6+ years of experience, or Master's degree and 5+ years of experience, in Customer Service, Human Resources, Business setting, or related skills and experience.
- 4+ years of team leadership/people manager experience.
- 3+ years of experience working in global teams.
- Advanced English level.
- Must have permanent-unrestricted right to work in Costa Rica.

**Preferred Qualifications**:

- US accommodations policies and process knowledge.
- Experience working with executives and senior leadership.
- 1+ years

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