Senior Supervisor, HR Service Center (Hybrid)
Senior Supervisor, HR Service Center (Hybrid)
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$ 164000 - 164000
1 Vacancy
Job Description
Date Posted:
Country:
United States of AmericaLocation:
UTIA2: Corp - IA-Collins 400 Collins Rd NE Cedar Rapids IA 52227 USAPosition Role Type:
HybridU.S. Citizen U.S. Person or Immigration Status Requirements:
Must be authorized to work in the U.S. without the companys immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.Security Clearance:
None/Not RequiredRTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial military and government customers worldwide. It comprises three industry-leading businesses Collins Aerospace Systems Pratt & Whitney and Raytheon. Its 185000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics electric propulsion directed energy hypersonics avionics and cybersecurity. The company formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses is headquartered in Arlington VA.
The following position is to join our RTX Enterprise Services team:
The Senior Supervisor is a part of the Service Center Leadership Team in Business Solutions. The service center provides support for all RTX Business Units in the United States and will provide direct and indirect support to employees managers and HR professionals. This role is responsible for providing strategic and day-to-day supervisory support to exempt and non-exempt advisors covering various HR related disciplines. This role plays a critical part in delivering a best-in-class employee experience by driving first contact resolution improving customer satisfaction leverage automation and ai capabilities and implementing continuous process improvements.
What You Will Do
- Responsible for supervising coaching leading and developing team members in the Services 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 fax 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.
- 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.
- Review and analyze key performance indicators (KPIs) customer satisfaction feedback first contact resolution rate and quality performance to identify opportunities and implement process improvements using the RTX continuous improvement tools and programs.
- Create an environment that promotes the adherence to company safety policies and procedures in a manner that ensures compliance with local state and federal laws and regulations.
- Develop and present center reports and prepare leadership presentations reflecting service center performance and trends.
- Maximize the utilization of technology automation ai 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 our customers.
- Prioritize projects/activities and appropriately delegate/allocate work among staff members.
- Occasional travel to other sites within the company to support initiatives build relationships and drive operational excellence.
- Complete Special Projects and any other duties as assigned.
Qualifications You Must Have
- Bachelors degree (or equivalent experience) and 5 years relevant professional experience or a Masters degree with 3 years of relevant (supervisory) experience preferred Required:
- Experience with HR policies and procedures or other centers of expertise (i.e. Compensation Benefits Talent Management Recruiting etc.) within HR
- Proficient to Advances knowledge of MS Office applications (Outlook Excel PowerPoint Teams OneNote etc.)
- Previous experience in an HR Shared Services Center Customer Contact Center and/or HR role
Qualifications We Prefer
- Experience supervising teams with 5 or more employees
- Experience with ServiceNow Workday and ADP
- Exceptional problem-solving skills and strong customer service skills with the ability to exert influence when required with customer base
- Strong attention to detail and organizational skills for documenting workflows and standard work along with strong analytical ability with large amounts of data
- Excellent communication skills with the ability to partner and interact all levels of the organization
- Ability to work with highly sensitive and confidential material and possess good business judgment and ethics
What We Offer
Whether youre just starting out on your career journey or are an experienced professional we offer a robust total rewards package with compensation; healthcare wellness retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave flexible work schedules achievement awards educational assistance and child/adult backup care.
Learn More & Apply Now!
Work Location
This is a hybrid role eligible candidates must reside within commuting distance from Cedar Rapids IA.
Relocation Eligible: No
Please consider the following role type definition as you apply for this role:
Hybrid: Employees who are working in hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.
RTX is 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 age disability or veteran status or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.
Privacy Policy and Terms:
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Required Experience:
Manager
Employment Type
Full-Time
