HR Service Center Lead, Customer Experience

Abbott (abbottcareers2 board); Illinois; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Free medical coverage in HIP PPO plan

Excellent retirement savings plan

Tuition reimbursement and education up

Fortune-admired company culture

Job summary

Abbott Park, IL is seeking an onsite Supervisor for the HR Service Center within the CHR Corporate Human Resources division. The role leads day-to-day service center activities, ensuring customer satisfaction and performance with real-time and queued workloads.

The supervisor oversees hiring, development, reward, and performance management, while aligning with GHRS standards and global colleagues. The work hours are 10:00 am - 7:00 pm with some flexibility based on business needs, and the

Responsibilities

• Drives optimal Customer Satisfaction; focus on excellence in HRSC activities. Promotes the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars. Also Drives the adoption of the GHRS concierge model.
• Operational Excellence: Floor Operations: Establish daily staffing schedules; monitor real time (phone and chat) and queued workloads (emails, forms, contracts, off-boarding checklist) against forecast; react to changes in business conditions including inbound work volumes, available staffing, and escalated work; monitors daily service levels.
• Collaboration: Shares workload across a global network of service centers and GHRS peers in a matrixed structure; trusted partner of managers and HR in the region
• Coach associates/ specialist to troubleshoot and resolves customer escalations by partnering with Service Center Colleagues, others GHRS colleagues or Practice Centers, BHR, Payroll, ER and/or Legal.
• Conduct Quality Reviews through utilizing monitoring tools to assess the work efficiency and handling of the customers inquiries.
• Identifies process and service gaps, roadblocks to quality customer service and gathers and disseminates voice of the customer feedback.
• Adherence to Compliance: Promote a compliance team mindset . Assures team members trainings attendance and recertifications per established guidelines, raises red flags, manages late terminations globally.
• Talent Management: Attract : Work closely with TA recruiting team) to guarantee the timely sourcing and hiring.
• Develop : Ensure Onboarding is executed timely and in alignment to GHRS standards that includes meeting the 90-day timeline milestones. Additionally, ensure ongoing training needs are met to support the business needs. Applies regular coaching and feedback to enhance their skills and competencies. Also manage underperforming employees and mentor high performing talent accordingly.
• Retain : Execute all engagement initiatives to generate a Healthy and positive environment. Also promotes diversity, encourage individuals

Job description

Abbott Park, IL is seeking an onsite Supervisor for the HR Service Center within the CHR Corporate Human Resources division. The role leads day-to-day service center activities, ensuring customer satisfaction and performance with real-time and queued workloads.

The supervisor oversees hiring, development, reward, and performance management, while aligning with GHRS standards and global colleagues. The work hours are 10:00 am - 7:00 pm with some flexibility based on business needs, and the