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Employee Experience Manager
hace 2 semanas
**Job Overview**
Intel is a leader in the technology industry, committed to advancing innovation and making a positive impact on society. As an Employee Experience Manager, you will play a key role in delivering exceptional HR support to Intel employees across a given region.
Main Responsibilities
- Oversight of a team of customer service professionals who provide HR support to Intel employees
- Contact center operations management to ensure KPIs meet and exceed expectations
- Drive process improvements to increase level of service, deflect volumes, and enhance operational efficiency
- BUILD AND SUSTAIN A HIGH PERFORMING TEAM by facilitating work delegation, providing coaching and feedback, career development, and performance management
- Partner with other Regional Employee Care managers to ensure globally standardized operations
- Lead transformative changes, provide direction using sound judgment, and engage regularly with key stakeholders to deliver best-in-class services to Intel employees
- Prioritize multiple tasks, possess strong communication and written skills, and be comfortable working in a rapidly changing environment with minimal direct supervision
You Will Help Us With:
- Developing a high-performing team, including setting clear performance objectives, driving results, establishing robust development plans, identifying training needs, addressing performance issues, and creating a positive team culture
- Creating and executing a sustainable hiring strategy relevant to the region, attracting, hiring, and retaining top talent
- Driving the team to deliver high-quality results, ensuring organizational KPIs are met, root-causing customer issues, and fostering innovative ideas through a culture of testing and piloting new concepts
- Implementing and driving adherence to global standard operating procedures to guarantee consistent quality customer experiences globally
- Closing collaboration with other Regional Employee Care managers to understand customer trends, global operational efficiencies, and drive consistent performance across all regions
- Influencing continuous improvements and sustainability of documented processes to ensure ease of use for teams and quality service delivery to customers
- Playing a key role in implementing strategic GES initiatives, including volume reduction efforts, CSAT improvements, global standardization efforts, and new hire training strategies
- Leading transformative change through positive reinforcement, risk-taking, having a growth mindset, and inspiring the team
- Maintaining accountability for operational performance and business objectives
Requirements
- Active student or Bachelor's degree in Human Resources, Business Administration, Psychology, or related field OR 7+ years of experience in lieu of a degree
- 5+ years of relevant experience in Contact Centers
- 2+ years of experience in people and team management
- Advanced English level (B2+ minimum)
- Permanent-unrestricted right to work in Costa Rica
