Supervisor, HR Service Center
Abbott · Abbott Park · $78,000–$156,000 (stated in the posting)
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
- An excellent retirement savings plan with high employer contribution
- Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our Abbott Park, IL location within the CHR Corporate Human Resources division. This is an onsite position.
The Supervisor of the HR Service Center will drive optimal customer satisfaction and directly supervise the day-to-day activities of the HR Service Center team in regional area assigned. The role is also responsible for hiring, developing, rewarding, and conducting performance management activities. Responsible for all incoming real time and queued workloads, make intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Set expectations and hold team members accountable for highest levels of customer satisfaction stablished. Collaborate in a global network of HR colleagues with numerous stakeholders in a matrix structure. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.
The incumbent must demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders, and the team which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers and must demonstrate decisiveness and anticipatory problem solving. Participate in GHRS Projects on behalf of the Service Center.
The work hours will be 10.00 am - 7.00 pm and will require some flexibility based on business needs
What You'll Work On:
- 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 to drive their careers, recognizing and rewarding their teams for their contributions
- Continues Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies.
- Stakeholder Management: Manage its teams scalations using the GHRS matrix, collaboration, leveraging the HR global Network.
- GHRS Projects: Participate in the development and implementation of GHRS key projects on behalf of the SC.
- System Adm.Duties: Manages Work scheduling tools (SAM, others), Time entry and Time Off requests, tracking team daily attendance, apply interventions and assures appropriate workforce adjustments to meet the coverage needs. Ensures offboarding tasks are completed timely.
Required Qualifications:
- Bachelor’s degree preferred with 5 years of relevant work experience, or 10 years of relevant work experience without a college degree.
Preferred Qualifications:
- Highly desirable to have minimum 3 years leading others.
- Relevant work experience in a shared service center or contact center with supervision of 5 or more employees.
- Languages: Proficiency in English (spoken and written), Spanish or French preferred, Excellent telephone, written and verbal communications skills necessary.
- Expert knowledge in HR service technology tools such as Avaya, Zendesk and Workday a plus.
- Human Resources, Customer Services and Project Management experience a plus.
- Competencies Needed: Leadership Skills, Resourceful, Communications at all levels, Collaboration, Coaching, Cultural Awareness, Problem Solving, Time Management, Prioritization, Relationship Builder, Multitasker, Emotional Intelligence, Empathy, Attention to detail, managed ambiguity, Analytical thinking.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter
The base pay for this position is
$78,000.00 – $156,000.00In specific locations, the pay range may vary from the range posted.