Supervisor, HR Shared Services

**Company**: Qualcomm Intl Inc., Mexico Branch Office **Job Area**: Human Resources Group, Human Resources Group > HR Shared Services **Qualcomm Overview**: Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in. **General Summary**: Qualcomm is seeking a **People Solutions Contact Center (myHR),** **Supervisor** for the HR Shared Services Center, referred to as the PS Contact Center. This management role will deliver high quality services to both employees and members of the HR Team while also maximizing the ability of the overall HR function to contribute strategically to Qualcomm. - The Supervisor will manage the HR Shared Services Representatives who could be based globally (North America, India, EMEA, APAC) and report to the People solutions Sr. Manager. - This role would require flexibility to work across time zone to engage with global team members and other HR functional teams - This position requires both prior experience in a call/contact center, preferably delivering HR services, and broad HR generalist experience. **Core Responsibilities**: - Manage day-to-day service delivery to employees and the operations of the Contact Center (customer support, forecasting, planning, analytics, scheduling, training, people management, operational procedures & controls, employee relationship management, employee escalations, etc.) - Allocates workload (which includes key decisions, project management, and resource allocation) among team members by taking into consideration employee availability, skill set, and current workload when making assignments. - Supervise and lead a team of HR Shared Services Representatives by providing day to day operational leadership on service delivery and execution - Manage escalations by analyzing issues and providing solutions to employees - Be a point of contact for various functional teams(HR/non HR) when new programs/tools/communications get rolled out to ensure that the Concat Centre is ready to provide support - Develops, coaches, and mentors’ members of the team and provides development assignments. - Advises and teaches members of the team on how to achieve effective job performance. - Communicates performance expectations and monitors and evaluates performance of members of team to ensure plans are met. - Manages the performance of team members by meeting regularly with each member to discuss current and future state of key projects, identifies developmental opportunities, and evaluates performance based on key metrics. - Management Tools such as Workday modules, BSwift, ServiceNow, etc. - Ability to oversee the troubleshooting of basic technical issues related to these tools. - Monitor service levels and ensure service delivery is as per service level agreements. - Monitor representative level quality and overall service center trends to identify areas of improvement. - Act as the business administrator for the People Solutions, and leverage Avaya Call Center technology functionality for the Service Center, and the ServiceNow HR Delivery technology functionality for the HR web portal, case management, and knowledge data base - Maintain Telephony Call Tree & Skills Based Routing, Case Tracking Taxonomy and routing to designated HR Customer Support Representatives and HR Subject Matter Experts - Supervise intra-day tactical forecasts to enable the contact center to meet established service level agreements and proactively ensure proper staffing - Create strong and trusting partnerships within the People solutions and with other organizations within the Human Resource function such as HR Business Partners and Community of Practice - Work closely with internal and external technology providers on technical issues or planned enhancements - Create status and trend reports through available analytics that can be used within the contact center, as well as to create reporting that can be shared with key stakeholders. - Based on employee experience, input, and analytics, provide feedback to the People solutions Knowledge team to improve the HR web portal and knowledge base. - Contribute to continuous improvement by identifying opportunities to improve, automate and simplify processes and enhance employee experience. **Core Skills and Qualifications**: - Bachelor’s Degree - ** 8+** years of experience working in a customer service center that primarily delivered service to customers through web portals and self-service tools, and service channels (e.g. inbound call center, chat, online case management) supported by customer service representatives - 2+ yrs of experience in a lead role with people managem