Shire Jobs

Date Posted:

2024-03-17

Country:

Canada

Location:

LOC13052 1000 Boul Marie Victorin,Longueuil,Quebec,J4G 1A1,Canada

Position Role Type:

Unspecified

English version will follow:

Qui nous sommes

Chez Pratt & Whitney, nous croyons que le vol motorisé a transformé, et continuera de transformer, le monde. C'est pourquoi nous travaillons avec un cœur d'explorateur et un acharnement de perfectionniste à concevoir, produire et entretenir les moteurs d'avion les plus avancés et les plus fiables du monde. Notre portefeuille diversifié - composé de moteurs commerciaux et militaires ainsi que de moteurs destinés à l'aviation d'affaires, générale et régionale, et aux hélicoptères – nous permet, ainsi qu’à nos clients, de passer du possible au réel. C'est ainsi que, chez Pratt & Whitney, nous abordons notre travail et ce qui nous inspire à nous dépasser.

Nos attentes

Le superviseur, centre de services RH aux employ é s fait partie de l ’é quipe de direction dans un environnement de centre de contacts des services partag é s. Ce centre de services soutiendra toutes les unit é s d ’ affaires des Am é riques et offrira un soutien direct et indirect aux employ é s, aux directeurs et aux professionnels des RH. Le superviseur du centre de contacts des services aux employ é s tirera parti des donn é es sur les clients, analysera les tendances, supervisera les activit é s quotidiennes et assurera l ’ efficacit é op é rationnelle d ’ une é quipe centralis é e de repr é sentants afin d ’ atteindre ou de d é passer des objectifs d é finis.   Le titulaire de ce poste dirigera, encadrera et perfectionnera une é quipe de ressources au centre de contacts dont les responsabilit é s comprennent l ’ admission, l ’ interpr é tation, la recherche et l ’ analyse et la r é ponse à des demandes de renseignements portant sur une grande vari é t é de t â ches courantes associ é es à la gestion et aux ressources humaines, sur des transactions complexes et sur des initiatives à l ’é chelle de l ’ entreprise, ou la remont é e hi é rarchique de ces questions.  

À quoi ressemblera votre quotidien ?

• Superviser, encadrer, diriger et perfectionner les membres de l ’é quipe des RH du centre de contacts des services aux employ é s qui fournissent des conseils aux employ é s et à la direction en ce qui concerne les activit é s courantes et complexes de gestion du personnel dans tous les secteurs d ’ activit é .

• G é rer les op é rations quotidiennes du centre de contacts sur tous les canaux de service, y compris les appels t é l é phoniques, les courriels, les conversations, les demandes sur le portail, les t é l é copies et les messages vocaux au moyen d ’ un outil de gestion des dossiers.

• Agir à titre de d é fenseur des int é r ê ts des employ é s et des clients et se sp é cialiser dans la cr é ation d ’ une culture ax é e sur un service à la client è le exceptionnel, o ù on prend des mesures individualis é es pour promouvoir et soutenir tous les int é r ê ts des clients.

• Veiller à ce que les comp é tences des employ é s, les affectations, les quarts de travail, la planification des horaires et les autres t â ches de gestion soient effectu é s pour offrir l ’ exp é rience client requise.

• Favoriser, d é velopper et maintenir de solides relations internes et externes avec les fournisseurs cl é s, les partenaires des RH, les centres d ’ expertise et les employ é s à tous les niveaux de l ’ organisation.

• Surveiller la satisfaction de la client è le en examinant les r é ponses au sondage et cerner les occasions d ’ am é lioration, puis agir en cons é quence.

• S ’ assurer que les processus de gestion du rendement sont ex é cut é s en temps opportun et mettre l ’ accent sur le perfectionnement et l ’ engagement des employ é s.

• Cr é er un environnement qui favorise le respect des politiques et des proc é dures de l ’ entreprise de mani è re à assurer la conformit é aux lois et r è glements locaux, provinciaux et f é d é raux.

• Fournir un soutien avanc é en mati è re de recours hi é rarchique et exercer une influence au besoin aupr è s des RH, des directeurs et des employ é s.

• Superviser, examiner, comprendre et am é liorer les processus au sein de l ’ organisation tout en favorisant la qualit é , la gestion de la conformit é et l ’ am é lioration des processus à l ’ aide des outils et des programmes d ’ am é lioration continue de RTX.

• Rep é rer et proposer des activit é s et des occasions d ’ am é lioration continue pour s ’ assurer que les objectifs de qualit é , de gestion de la conformit é et d ’ efficacit é sont atteints ou d é pass é s.

• Passer en revue les statistiques des visites pour l ’ analyse des tendances afin de d é terminer les occasions d ’ am é lioration par l ’ entremise de la technologie et de la communication afin de r é pondre aux volumes é lev é s d ’ appels.

• Maximiser l ’ utilisation de la technologie, de l ’ automatisation et des fonctions libre-service pour les outils du centre de contacts, y compris la gestion des dossiers, le syst è me RVI, HR Core et d ’ autres syst è mes connexes qui ont une incidence positive sur la productivit é de l ’é quipe et les services de soutien aux clients – cela comprend l ’ utilisation proactive de solutions de gestion des dossiers et de t é l é phonie/RVI pour prendre des mesures proactives concernant la prestation de services.

• D é placements occasionnels vers d ’ autres sites au sein de l ’ entreprise pour soutenir les initiatives, é tablir des relations et favoriser l ’ excellence op é rationnelle.

• Suivre toute la formation requise en mati è re de perfectionnement et de conformit é , au besoin.

• Effectuer des projets sp é ciaux et toutes autres t â ches assign é es.

  Les outils dont vous avez besoin pour réussir

  Requis : Expérience et qualifications

• Exp é rience avec les politiques et les proc é dures des RH ou d ’ autres centres d ’ expertise (p.   ex., r é mun é ration, avantages sociaux, gestion des talents, recrutement,   etc.) au sein des RH

• Excellentes comp é tences en r é solution de probl è mes et solides comp é tences en service client

• Solide capacité d’analyse des données

• Capacit é à collaborer et à interagir avec la direction

• Capacit é à exercer une influence aupr è s de la client è le lorsque cela est n é cessaire

• Grand souci du détail et grand sens de l’organisation pour documenter les flux de travail et le travail standard

• Solides comp é tences en communication ( é crite et orale) avec tous les niveaux de l ’ organisation

• Une bonne connaissance de la langue anglaise, à l’écrit et à l’oral, est requise pour ce poste compte tenu des besoins opérationnels de l’Employeur et des personnes avec lesquelles le [candidat] sera appelé à interagir.

• ​ Ma î trise de base à avanc é e des applications MS   Office

• Capacit é à travailler avec des documents hautement confidentiels et tr è s sensibles, et bon jugement professionnel et é thique

  Compétences privilégiées Expérience et qualifications

• Expérience antérieure dans un centre de services partagés des RH ou dans un environnement similaire orienté vers la clientèle, un atout

• Expérience en centre de contact avec la clientèle, un atout

• Exp é rience en supervision d ’é quipes comptant 5   employ é s ou plus, un atout

• Exp é rience avec Workday et ServiceNow et ADP- GlobalView , un atout

  Formation et certifications

• Baccalaur é at (ou exp é rience é quivalente) avec plus de 3   ans d ’ exp é rience pertinente (en supervision)

• Ma î trise avec plus de 3   ans d ’ exp é rience pertinente (en supervision), un atout

  Ce que nous offrons

• Programme de cong é à r é mun é ration diff é r é e

• Programmes d ’ avancement professionnel et de scolarisation

• Horaires de travail flexibles

• Programmes et formations sur le leadership

• Gamme d ’ avantages sociaux, r é gime d ’é pargne et r é gime de retraite

• Programme d’aide de financement pour les congés parentaux

• Programme de reconnaissance et de r é compense

  Diversit é , é quit é et inclusion

    Le g é n é rique masculin est utilis é sans discrimination et uniquement dans le but d ’ all é ger le texte. P&WC souscrit au principe de l ’é quit é en mati è re d ’ emploi et est d é termin é à encourager la diversit é et l ’ inclusion. Nous sommes heureux d ’é tudier la demande d ’ emploi de tous les candidats qualifi é s, sans é gard à leur race, couleur, religion, orientation sexuelle, genre, nationalit é d ’ origine, â ge, handicap, statut d ’ ancien combattant ou tout autre statut prot é g é par la loi.

Who we are

At Pratt & Whitney, we believe that powered flight has transformed – and will continue to transform – the world. That’s why we work with an explorer’s heart and a perfectionist’s grit to design, build, and service the world’s most advanced aircraft engines. We do this across a diverse portfolio – including Commercial Engines, Military Engines, Business Aviation, General Aviation, Regional Aviation, and Helicopter Aviation – and as a way of turning possibilities into realities for our customers. This is how we at Pratt & Whitney approach our work, and this is why we are inspired to go beyond.

Our expectations

The People Services Supervisor is a part of the Leadership Team in a Shared Services Contact Center environment. This service center will support all Business Units in Canada and will provide direct and indirect support to employees, managers, and HR professionals. The People Services Contact Center Supervisor will leverage customer data, analyze trends, overseas day-to-day activities, and operational efficiency of a centralized team of representatives to meet or exceed defined goals and objectives .  This role will lead, coach, and develop a team of Contact Center resources whose responsibilities include intaking, interpreting, researching, analyzing, responding to, and escalating inquiries related to a wide variety of routine managerial and human resources-related tasks to complex transactions, and enterprise-wide initiatives.  

What your day to day will look like?

• Responsible for supervising, coaching, leading, and developing HR team members in the People Services Contact Center who provide employee and leader guidance related to routine and complex people management activities across all business lines.

• Manage day-to-day Contact Center operations across all service channels, including phone calls, emails, chats, portal requests, faxes, and voice mails, via a case management tool.

• Serve as an employee and customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all customer interests.

• Ensure employee skill sets, assignments, shifts, scheduling, and other managerial tasks to deliver the required customer experiences.

• Foster, develop, and maintain strong internal and external relationships with key Vendors, HR Partners, Centers or Expertise (COEs) and employees at all levels of the organization.

• Monitor customer satisfaction by reviewing survey comments and identifying and acting on areas of opportunity.

• Ensure Performance Management processes are completed timely and focus on employee development and engagement.

• Create an environment that promotes adherence to company policies and procedures in a manner that ensures compliance with local, state, and federal laws and regulations.

• Provide advanced escalation support and exert influence when required on HR, managers, and employees.

• Oversee, review, understand, and improve processes within the organization while promoting quality, compliance management, and process improvements using the RTX continuous improvement tools and programs.

• Identify and propose continuous improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.

• Review call statistics for trend analysis to identify opportunities for improvement through technology and communication to address high call volumes.

• Maximize the utilization of technology, automation, and self-service functions for contact center tools, including case management, IVR, HR Core, and other related systems, to positively impact the productivity of the team and support services for the customers. This includes proactive utilization of case management and telephony/IVR solutions to drive proactive actions regarding service delivery.

• Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence.

• Complete all required development and compliance training as needed, and ensure team compliance.

• Complete Special Projects and any other duties as assigned.

The tools you need to be successful

Required: Experience/Qualifications

• Experience with HR policies and procedures or other centers of expertise (i.e., Compensation, Benefits, Talent Management, Recruiting, etc.) within HR

• Excellent problem-solving skills and strong customer service skills

• Strong analytical ability with data

• Ability to partner and interact with management

• Ability to exert influence when required with the customer base

• Strong attention to detail and organizational skills for documenting workflows and standard work

• Strong communication skills (written and oral) with all levels of the organization

• Good knowledge of the English language, written and oral, is required for this position considering the operational needs of the Employer and the people with whom the [candidate] will be called upon to interact.

• Proficient in advanced knowledge of MS Office applications

• Ability to work with highly sensitive and confidential material and possess good business judgment and ethics

  Preferred: Experience/Qualifications

• Previous experience in an HR Shared Services center or a similar customer facing type of environment is preferred

• Customer Contact Center experience preferred

• Experience supervising teams with five or more employees is preferred

• Experience with and Workday, ServiceNow, and ADP-Global View is preferred

  Education and Certifications

• Bachelor’s degree (or equivalent experience) with 3+ years of relevant (supervisory) experience

• Master’s degree with 3+ years of relevant (supervisory) experience preferred

What we offer

• Long-term deferred compensation programs

• Advancement programs to enhance education skills

• Flexible work schedules

• Leadership and training programs

• Comprehensive benefits, savings and pension plans

• Financial support for parental leave

• Reward programs for outstanding work

  Diversity, Equity & Inclusion

The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read. P&WC is an equal opportunities employer, seeking to promote diversity and inclusion. We will consider applications from all qualified candidates, regardless of their race, colour, religion, sexual orientation, gender, nationality, age, disability, veteran status or any other status protected by law.

RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Privacy Policy and Terms:

Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.