Subject Matter Expert, HR Contact Center
Team and Stakeholder Management
- Leads a team of associates in the optimal execution of HR contact center operations activities (i.e., taking calls, addressing HR concerns via Chat or Ticketing tool, etc.). Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
- Perform day-to-day Employee Service Center (ESC) operations, functions, and duties ensuring adherence to service level standards and metrics
- Participate in ad hoc projects about Human Resources and office-wide issues
- Follow the defined ESC processes. Cooperate on focused process efficiency, monitoring of workload, and the implementation of the improvement projects
- Identify potential for better team efficiencies and agree with the leader on their implementation
- Facilitate monitoring of team’s tasks and accurate entry of completion in trackers
- Sharpen expertise and deep knowledge of HR issues to gain credibility in different areas
- Enrich the processes and the value-added services for the internal customer
- Facilitate professional excellence through quality delivery of ESC tasks, expertise in process mapping and process designing
- Adapt, communicate, and implement the strategic direction of ESC operations to ensure adherence to global policies and processes
- Create and implement short-term tactical plans to meet SLA performance metrics and financial targets through the efficient use of human resources, technology, and maximization of workforce
- Provide feedback and input for improvement of all programs, processes, and policies, and be accountable for driving consistent, standardized, and effective HR service delivery
Career with a purpose
Inclusion and diversity
Stability
Learning and development
Local benefits
Work-life balance
At a glance
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We care about sharing information and experiences as this helps us learn from our mistakes and each other. We tackle challenges together by reaching out to colleagues both near and far. We communicate openly.
We challenge the status quo and show interest in what happens around us. We ask questions to clearly understand what needs to be done and take ownership of the results.
We live up to our own expectations, show respect and lead by example. We act with integrity and in line with our standards every day.
We make things better today than they were yesterday. We pitch ideas on how to improve and innovate.
What we stand for
Empowering people. Advancing care. Inspiring with our purpose and values.
Everything we do here is about making people’s lives better, simpler and longer. Our teams work cross-functionally to reproduce the complex function of kidneys with treatments that meet high quality standards, improve clinical outcomes, and are sustainable and compliant. Internally, we promote diversity and inclusion as key elements of a positive, supportive work environment. Our values support our mission to develop high quality products and services, to have a positive impact on the health and wellbeing of patients, and to lead Fresenius Medical Care towards a successful, sustainable future.