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People Services Supervisor

2 months ago

Longueuil, Quebec, Canada Raytheon Technologies Full time
About the Role

We are seeking a highly skilled and experienced People Services Supervisor to join our team at Raytheon Technologies. As a key member of our Shared Services Contact Center, you will be responsible for leading a team of HR professionals who provide exceptional customer service to employees and leaders across the organization.

Key Responsibilities
  • Supervise, coach, and develop a team of HR professionals to deliver high-quality customer service and support to employees and leaders.
  • Manage day-to-day Contact Center operations, including phone calls, emails, chats, and portal requests, to ensure timely and effective resolution of customer inquiries.
  • Develop and implement strategies to improve customer satisfaction, employee engagement, and operational efficiency.
  • Collaborate with HR partners, centers of expertise, and other stakeholders to ensure seamless delivery of HR services and support.
  • Monitor and analyze customer feedback, survey comments, and other data to identify areas for improvement and implement changes to enhance the customer experience.
  • Ensure compliance with company policies, procedures, and regulatory requirements, and maintain a culture of integrity and ethics within the Contact Center.
  • Provide advanced escalation support and influence to HR, managers, and employees as needed.
  • Oversee, review, and improve processes within the organization to promote quality, compliance management, and process improvements.
  • Identify and propose continuous improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.
Requirements
  • Experience with HR policies and procedures or other centers of expertise within HR.
  • Excellent problem-solving skills and strong customer service skills.
  • Strong analytical ability with data.
  • Ability to partner and interact with management.
  • Ability to exert influence when required with the customer base.
  • Strong attention to detail and organizational skills for documenting workflows and standard work.
  • Strong communication skills (written and oral) with all levels of the organization.
  • Good knowledge of the English language, written and oral, is required for this position.
  • Proficient in advanced knowledge of MS Office applications.
  • 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 five or more employees is preferred.
  • Experience with Workday, ServiceNow, and ADP-Global View is preferred.
  • Bachelor's degree (or equivalent experience) with 3+ years of relevant (supervisory) experience.
  • Master's degree with 3+ years of relevant (supervisory) experience preferred.
What We Offer
  • Long-term deferred compensation programs.
  • Advancement programs to enhance education skills.
  • Flexible work schedules.
  • Leadership and training programs.
  • Comprehensive benefits, savings, and pension plans.
  • Financial support for parental leave.
  • Reward programs for outstanding work.