Date d’affichage / Date Posted:
2024-03-17 Pays / Country:
Canada Emplacement / Location:
LOC13052 1000 Boul Marie Victorin,Longueuil,Quebec,J4G 1A1,Canada


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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

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.

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