Sr. Supervisor, People Solutions Center

Job Title

Sr. Supervisor, People Solutions Center

Job Description

Ensure all cases are processed and managed promptly for HR tasks in North America, and keep stakeholders informed about industry needs, focusing on business intelligence and process improvement.

JOB INFORMATION

• Country: Transversal
• Job Title: Sr. Supervisor, People Solution Center (PSC)*
• Job Title in English: PSC Coordinator
• Functional Unit: Human Management
• Sub Unit: Support
• Service:
  
  

TYPES OF POSITIONS TO SUPERVISE

• Level 2 - Responsible for Tactical - Operational positions
  
  

DEPARTMENT'S KEY PURPOSE

• Attract, empower, and retain suitable and happy Game Changers.
  
  

MISSION OF THE POSITION

• Ensure all cases are processed and managed promptly for HR tasks in North America, and keep stakeholders informed about industry needs, focusing on business intelligence and process improvement.
  
  

MAIN RESULTS

Monitor compliance with human resources policies to standardize requirements for legislative compliance. Ensure maximum workforce efficiency and effectiveness through proactive performance monitoring and strategic team management, aligning activities with organizational goals. Coordinate the efficient and accurate management of workforce-related data and cases, ensuring information is up-to-date and available for informed strategic decision-making. Serve as the primary liaison to ensure effective communication and escalation management between local and corporate teams, ensuring initiatives and critical issues are handled efficiently and collaboratively. Drive escalations of critical issues and coordinate their effective resolution with stakeholders. Anticipate identifying opportunities for improvement in current processes to increase efficiency and effectiveness in service delivery.

INTERNAL WORK RELATIONSHIPS

• Contact - Purpose
• People Solutions - Identify needs and implement action plans
• Company's GC - Resolve concerns and needs
• Operations Teams - Research and resolve internal labor conflicts
  

EXTERNAL WORK RELATIONSHIPS

• Contact - Purpose
• Government Entities - Respond to governmental requirements
• Entities - To verify information
• Providers - Contractual changes and respond to unanswered inquiries
  

NATURE AND SCOPE

• Autonomy: The position is broadly subject to policies, functional objectives, and/or scope of goals established for the business by senior management. It involves deciding from a set of different rules, standards, methods, etc., the best option and required modifications.
• Other significant roles: The position assists, participates, and/or advises in meetings linking its unit or functional subunit to establish strategic actions to ensure the achievement of objectives.
• Scope: The position's tasks are confined to the regional level of the organization, i.e., in all countries where operations are conducted.
• Physical Conditions: The work takes place in shared spaces, with some noise from personnel in the area.
• Work Conditions:
• Night shifts: NO
• Intercity travel: YES
• Work schedule: Full time
  

INFORMATION AND ASSETS

• Information:
• Type
• Company policies - Internal
• Personnel database - Confidential
• PS and Payroll processes - Confidential
• Check information - Confidential
• Disciplinary processes - Confidential
• Access and Privileges:
• Type
• Internet - Limited
• Mobile phone - Free
• Site access - Limited
• Equipment allocation
• Desktop or laptop computer
• Headset
• Corporate email account
• Facility access card
• Platform access according to User Role Matrix SS-T-F-003. Other accesses or equipment subject to need as per Information Asset Management Procedure (SI-T-P-002) and Work From Home Policy (PO-T-R-002). Platform access according to User Role Matrix SS-T-F-003
  

FORMAL EDUCATION

• Study Level:
• Area
• Required Completion:
• University Student in Business Administration
• Organizational Psychology
• Related areas - Semester 5
  

Additional Training

• Level - Area - Condition
  
  

Language Requirements

• Level - Language - Condition
• Advanced - English - Required
  

Technical Skills

• Skill - Scale
• Coaching and Development - Advanced
• Data and Trend Analysis - Standard
• Customer and Service Orientation - Advanced
• Knowledge of US and Canada laws - Advanced
• Work with minimal supervision - Advanced
  

Experience

• Experience: HR team leadership
• Time of experience: Less than 3 years
• Type of experience: Internal experience
• Condition: Required
• Experience: Knowledge of North America labor laws
• Time of experience: Less than 3 years
• Type of experience: External experience
• Condition: Required
• Experience: Staff development
• Time of experience: Less than 3 years
• Type of experience: External experience
• Condition: Required
• Experience: Staffing planning
• Time of experience: Less than 3 years
• Type of experience: External experience
• Condition: Desirable
  

Work experience replaces formal education. (Does not apply to positions where academic training is legally required for the profession). Compliance with competencies replaces work experience in internal cases.

COMPETENCIES

• Core Competencies
• Competency - Level
• Ethics - X
• WOW Passion - X
• Managerial Competencies
• Competency - Level

• Specific Competencies
• Competency - Level
• Commitment to excellence - X
• Effective communication - X
• Flexibility and adaptability - X
• Proactivity and initiative - X
• Leading by example - X
  

RESPONSIBILITY IN MANAGEMENT SYSTEMS

• Quality Management:
• Know, understand, and support the corporate commitment to quality described in the quality management system policy and objectives.
• Know, comply with, and control the documents and records of the process to which it belongs, ensuring their updating and conservation as established.
• Manage process improvement through the search and execution of improvement actions, results of management indicators, risk mitigation, and results of internal or external audits.
  

HSE (Health and Safety/Environmental)

• Take care of one's health.
• Provide clear, truthful, and complete information about one's health status.
• Comply with the rules, regulations, and instructions of the company's Occupational Health and Safety and Environmental Management System.
• Timely inform the employer or contractor about hazards, latent risks, and environmental aspects and impacts at the workplace.
• Participate in safety, occupational health, and environmental training activities defined in the training plan.
• Participate and contribute to achieving HSE Management System objectives.
  
  

ESG (Environmental, Social, and Governance)

• Actively participate in volunteer activities to ensure compliance with the social responsibility program.
• Define, promote, and monitor the compliance and application of the Security Management System guidelines.
  
  

Information Security

• Report any event that may compromise information security, including confidentiality, integrity, and/or availability within the company.
• Apply and comply with Webhelp's Information Security Policies to preserve the confidentiality, integrity, and availability of information assets during the performance of duties.
  
  

Business Continuity

• Promote, support, and monitor compliance and application of Business Continuity Management System guidelines through decision-making, plan definition, and directives in accordance with Webhelp's strategic and financial objectives.
• Identify, know, and ensure the applicability of controls to mitigate risks that may cause unavailability of Webhelp services and/or processes.