HR Solutions Latam

hace 2 semanas

Bogota, Colombia Trane Technologies A tiempo completo

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

**Job Summary**：

The HR Solutions Leader, Contact Center, is responsible for leading and improving the day-to-day employee customer service support across LATAM region. This role will have operational oversight of the execution of their day-to-day work, allocate demand of customer inquiries, and measure key performance indicators (KPI’s) accordingly. Requests come through phone calls, mail, fax and self-service through our internal ServiceNow Platform (branded MyHR).

**Key Competencies**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
- Problem Solving—Identifies/anticipates potential problems, supports root cause analysis, evaluates robustness of corrective action plan and oversees plan implementation.
- Relationship Management - Creates collaborative environment with cross-functional partners, assures regular/appropriate two-way communication flow, and builds/maintains relationship with industry peers and vendors.
- Lean Thinking - Ability to create standard work collaboratively and cross functionally.

**Responsibilities**:

- Set and execute short
- and long-term strategy of the contact center with a focus on quality and service delivery.
- Manage day-to-day team in demand and in-bound HR related concerns from customers.
- Coordinates across the various functions within HR Solutions team on strategy, executions, and issue resolution. Works closely with all teams, participates on other teams as appropriate.
- Monitors processes to ensure efficient operation, measures performance, drives process improvements.
- Coach, and develop team members in how to ask several questions to analyze root cause of concerns by the customer and communicate resolutions to participant inquiries via phone or written correspondence.
- Provide additional support on special projects and other escalated tasks, as needed.
- Identify trends or potential questions employees will ask, create and provide FAQ for employees and contact center representatives
- Assist in the development or revision of standard work for workflows within the department.
- Maintain appropriate staffing levels for the department by analyzing seasonal demand

**Qualifications**:

- Bachelor’s Degree in Human Resources, Business, Operations, or related field required
- Multicultural experience
- 8 years or more of process improvement, and process implementation experience
- People leadership experience leading a complex team

**Knowledge & Skillset**:

- Strong analytic skills (financials, business cases, timelines, risk management, overall project management skills, etc.)
- Experience with budget management, financial analysis, and reporting
- Experience with ServiceNow and PeopleSoft a plus
- Experience with lean operating system preferred
- Strong program management skills with MS Office tool usage
- Professional communication; both verbal and written are required
- Maintain high level of confidentiality.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status

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