Solution Center Specialist Ii

hace 3 semanas

Tlahuac, México McCormick & Company A tiempo completo

You may know McCormick as a leader in herbs, spices, seasonings, and condiments - and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.
McCormick employees - all 14,000 of us across the world - are what makes this company a great place to work.

We are looking to hire an Solution Center Specialist II immediately in a Hybrid (60/40) at our Mexico office.

**What We Bring To The Table**:
The best people deserve the best rewards.
- Competitive compensation
- Career growth opportunities
- We prioritize our communities and the planet we share. We are proud to be awarded as a Diversity Inc. Top 50 company for Diversity and have multiple Sustainability awards (ranking #22 in the World and #1 in Food Products)

Position Overview

Responsible for providing daily service delivery within MPS solutions center team for designated customer groups with consistently reliable, and highly engaging service. Answers customer/employee inquiries leveraging a variety of technology and manual systems, processes and tools. Answers employee inquiries across a range of simple to medium complexity following the Tier system. Escalates concerns and is able to effectively synthesize information from a variety of sources to respond to the inquiry in a timely manner. Provides support to other team members as needed and works collaboratively to solve problems. Takes on solutions of increased complexity.

Ensures day to day tasks are resolved and partners with team members, team leader and manager on the effective delivery of daily/weekly/monthly tasks. Can see beyond process to identify any other key dependencies that may lead to enhanced customer service for employee inquiries. May participate in projects and can also manage a variety of cyclical events that occur yearly, monthly or quarterly in the Solutions Center Process.

Carries a mindset of continuous improvement and regularly provides insights to support the development of improved processes and services. Can train and onboard others.
Accountable for ensuring a consistent customer experience, controls (including SOX) and compliance within the team assigned.

**Position Overview**:
Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools. Documents all transactions and consistently follows standards and operating practices for service documentation. During service delivery, is highly engaging, consistently reliable, and achieves employee satisfaction with a high quality level of service and in compliance with Solutions Center in-scope processes and at or above KPIs targets. Manages task execution with some guidance as needed from next level colleagues. Accurately moves inquiries from across process flow owners (ex. employee, other MPS teams, HRBP, manager)

Ensures accuracy in documentation, administration and follow through of all employee lifecycle services. Takes partners as needed to ensure questions to process or inquiry are resolved timely. Ensures compliance (ex. SOX) and best practices are learned, understood and followed to standard. Escalates when questions arise to ensure compliance and quality of service are never compromised.

Correctly addresses escalations by partnering with peers, next level peers, team leaders and team managers. Manages follow up and time in partnership with team management but with a high level of operating independence on most inquiry types. Conducts follow up and service calls to ensure inquiry and service closure. Administrates to closure including documentation. Will pick up next level case support to progress solutions to closure in partnership with peers.

Working on process excellence within own area of responsibility and recommending process improvements, supporting implementation of the improvements. Trains others on process flow and provides support to colleagues as needed. Supports integration of new processes and makes recommendations for seamless integration and provides service transition support. Engages in continuous learning for self, seeks resources to continuously learn and bring insights forward. Trains and provides support to others. Collaborates to resolve matters of increased complexity.

Secondary Responsibilities

Work closely with Solution Center peers to understand broader scope of processes delivered and exchange knowledge

Works closely with other MPS and Payroll to ensure the process is delivered on time.

Participates in projects, leads training and onboarding new specialists

Engages in complex problem solving, can be a go-to for knowledge of process
++ Strong English Skills (speaking, reading and writing in professional environment)
1-3 years of call center experience and 1-2 years of managing projects or participating in project teams
Attention to Detail, and engaging in collaborative work teams
Experience within HR business function would be ideal
Demonstrate

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