Senior Supervisor, HR Service Center (Hybrid)

Key Responsibilities

• 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, fax, and voice mails via a Case Management tool.
• 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 customer interests.
• 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.
• Review and analyze key performance indicators (KPIs), customer satisfaction feedback, first contact resolution rate, and quality performance to identify opportunities and implement process improvements using the RTX continuous improvement tools and programs.
• Create an environment that promotes the adherence to company safety, policies, and procedures in a manner that ensures compliance with local, state, and federal laws and regulations.
• Develop and present center reports and prepare leadership presentations reflecting service center performance and trends.
• Maximize the utilization of technology, automation, ai, self-service functions for contact center tools including case management, IVR, HR Core and other related systems to positively impact the productivity of the team and support services for our customers.
• Prioritize projects/activities and appropriately delegate/allocate work among staff members.
• Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence.
• Complete Special Projects and any other duties as assigned.

Qualification & Requirements

Qualifications You Must Have

• Bachelor’s degree (or equivalent experience) and 5 years relevant professional experience or a Master’s degree with 3+ years of relevant (supervisory) experience preferred Required:
• Experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR
• Proficient to Advances knowledge of MS Office applications (Outlook, Excel, PowerPoint, Teams, OneNote, etc.)
• Previous experience in an HR Shared Services Center, Customer Contact Center, and/or HR role

Qualifications We Prefer

• Experience supervising teams with 5 or more employees
• Experience with ServiceNow, Workday, and ADP
• Exceptional problem-solving skills and strong customer service skills with the ability to exert influence when required with customer base
• Strong attention to detail and organizational skills for documenting workflows and standard work along with strong analytical ability with large amounts of data
• Excellent communication skills with the ability to partner and interact all levels of the organization
• Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

Benefits

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.