Direct message the job poster from eaton
talent acquisition consultant latam at eaton
eaton’s corporate sector division is currently seeking a hr specialized services supervisor.
summary
responsible for the employee information management team and/or the team that manages the hr compensation and benefits operational program in mexico and/or the customer contact center team, supporting the facilities that fall under the umbrella of specialized, centralized, and shared hr services. Responsibilities include processing employee lifecycle information in the different information systems in real time and mediated by software and technology (erp), consulting on transactional processes of the function, comprehensive compensation analysis, and resolution of questions and/or problems raised by managers, employees in general, and hr business partners either by phone, email, and through the current case management system.
the incumbent will also be responsible for leading all operational aspects of internal and team communications, including tactical strategy, objectives, and monthly metrics; as well as human talent management to attract, develop, and retain qualified individuals within the work team. Additionally, the role includes the integration of plants into hr services, leading our satellite office team, ensuring daily integration of hr services into the plants, working with plants to transition and optimize work to hr services, and implementing standardized processes to the plants.
responsibilities
as a supervisor who can lead any of the hrs mexico teams, you must be able to:
1. the general responsibilities of the supervisor include tactical monitoring of daily operations, managing team schedules and tasks, evaluating performance, informing area management of progress, risks and successes achieved, resolving conflicts between team members, identifying opportunities for professional advancement and training new team members.
2. managing the work team to ensure a positive customer experience for all users. This constitutes the union of processes, procedures, skills and knowledge necessary to optimize the work of an organization's collaborators.
3. managing the processing of employee life cycle information in the different real-time information systems and mediated by software and technology (erp) that the organization has implemented.
4. developing in themself and their work team, the digital mentality through the adoption of capacities and competencies to adapt to new technologies and manage them assertively.
5. through the case management tool help teams gain speed and agility in work and in those tasks where it is necessary to collect data from different sources, analyze it, summarize it for decision making and act in response, often on a case-by-case basis and without clearly established steps.
6. manage any case management activity: decision-making process activities, service requests, incident management and investigations.
7. develop the contact center process and workflow and protocol to efficiently respond to employee, manager and hr queries ranging from low to high levels of complexity.
8. investigate and respond to function questions/issues arising from the management of customers at large: employees, people managers and hr community.
9. develop processes and tools to enable the team to answer incoming calls (knowledge base) in a call center environment and respond to “click to chat” cases when necessary, with the intent of resolving cases/issues on the first call.
10. investigate issues and respond to employees in a timely manner.
11. define case management requirements and manage case distribution through the shared hr service catalog.
12. manage cisco contact center infrastructure to ensure availability and access.
13. manage contact center scheduling to ensure coverage and backup plans are in place for workflow, including extended hours.
14. create, organize, and maintain efficient workflow processes in terms of administrative and overall project work. Update work instructions/process maps/templates to reflect any new changes.
15. lead and execute continuous improvement events for workflow as well as improvement of key performance indicators (kpis) for each staff member.
16. lead and advise with special projects as needed. Provide input in terms of the best process method for project completion.
17. research/benchmark internal/external teams to share and implement best practices.
18. execute the performance management cycle for all team members within the group.
19. maintain a clean and safe work environment that meets all eaton safety standards, life saving rules and daily 5s+ requirements to help build a zero incident culture.
20. manage the team's work demand and seasonality.
21. maintain and advise the team and customers on compliance with labor laws, internal company policies.
22. strengthen the commitment and motivation of the work team, contributing to their development and retention.
23. high touch with plants and office where eaton does business in the country, having some travels (direct contact) and/or virtual contact.
qualifications
required education level
* bachelor's degree in administration, hr, industrial relations or other related field.
years and area of experience required
* minimum 5 years of experience in an hr position. (must)
* 1 to 2 years leading a direct team. (must)
* fully bilingual (english & spanish). Portuguese is a plus.
technical knowledge
* microsoft office experience.
* use a variety of technology platforms (erp) to perform daily work, examples: oracle, case management system, taleo, tress, microsoft suite, etc.
* proven digital mindset to adapt to new technologies and manage them assertively.
* a master's degree is preferred.
* experience in customer service through any platform is preferred.
* experience in a team leader, supervisor or managerial role is preferred.
* results-based approach.
* leadership, commitment and motivation of staff.
* project management.
* knowledge sharing and continuous improvement.
* strategic reasoning.
* visa and passport (desirable).
interpersonal skills
* must be able to demonstrate strong customer service.
* organizational skills.
* assertive communication and active listening.
* demonstrate a strong process orientation.
* demonstrate the ability to learn and share knowledge.
* prioritization and ability to multitask.
* must be able to demonstrate strong leadership skills.
* work experience in more than one work location or setting is considered essential.
* breadth and degree of experience in coordinating, directing or managing operational and administrative activities.
* breadth of knowledge and experience in computerized erp systems and their application.
we are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
seniority level
* not applicable
employment type
* full-time
job function
* other
* industries: appliances, electrical, and electronics manufacturing
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