Company:Qualcomm Intl Inc., Mexico Branch Office

Job Area:Human Resources Group, Human Resources Group > HR Shared Services

Qualcomm Overview:

Qualcomm is a company of inventors that unlocked 5G ushering in an age of rapid acceleration in connectivity and new possibilities that will transform industries, create jobs, and enrich lives. But this is just the beginning. It takes inventive minds with diverse skills, backgrounds, and cultures to transform 5Gs potential into world-changing technologies and products. This is the Invention Age - and this is where you come in.

General Summary:

Qualcomm is seeking a People Solutions Contact Center (myHR), Supervisor for the HR Shared Services Center, referred to as the PS Contact Center.  This management role will deliver high quality services to both employees and members of the HR Team while also maximizing the ability of the overall HR function to contribute strategically to Qualcomm.  

The Supervisor will manage the HR Shared Services Representatives who could be based globally (North America, India, EMEA, APAC) and report to the People solutions Sr. Manager.

This role would require flexibility to work across time zone to engage with global team members and other HR functional teams

This position requires both prior experience in a call/contact center, preferably delivering HR services, and broad HR generalist experience. 

Core Responsibilities:

Manage day-to-day service delivery to employees and the operations of the Contact Center (customer support, forecasting, planning, analytics, scheduling, training, people management, operational procedures & controls, employee relationship management, employee escalations, etc.)

Allocates workload (which includes key decisions, project management, and resource allocation) among team members by taking into consideration employee availability, skill set, and current workload when making assignments.

Supervise and lead a team of HR Shared  Services Representatives by providing day to day operational leadership on service delivery and execution

Manage escalations by analyzing issues and providing solutions to employees

Be a point of contact for various functional teams(HR/non HR) when new programs/tools/communications get rolled out to ensure that the Concat Centre is ready to provide support

Develops, coaches, and mentors’ members of the team and provides development assignments.

Advises and teaches members of the team on how to achieve effective job performance.

Communicates performance expectations and monitors and evaluates performance of members of team to ensure plans are met.

Manages the performance of team members by meeting regularly with each member to discuss current and future state of key projects, identifies developmental opportunities, and evaluates performance based on key metrics.

Management Tools such as Workday modules, BSwift, ServiceNow, etc.

Ability to oversee the troubleshooting of basic technical issues related to these tools.

Monitor service levels and ensure service delivery is as per service level agreements.

Monitor representative level quality and overall service center trends to identify areas of improvement.

Act as the business administrator for the People Solutions, and leverage Avaya Call Center technology functionality for the Service Center, and the ServiceNow HR Delivery technology functionality for the HR web portal, case management, and knowledge data base

Maintain Telephony Call Tree & Skills Based Routing, Case Tracking Taxonomy and routing to designated HR Customer Support Representatives and HR Subject Matter Experts  

Supervise intra-day tactical forecasts to enable the contact center to meet established service level agreements and proactively ensure proper staffing

Create strong and trusting partnerships within the People solutions and with other organizations within the Human Resource function such as HR Business Partners and Community of Practice

Work closely with internal and external technology providers on technical issues or planned enhancements

Create status and trend reports through available analytics that can be used within the contact center, as well as to create reporting that can be shared with key stakeholders.

Based on employee experience, input, and analytics, provide feedback to the People solutions Knowledge team to improve the HR web portal and knowledge base.

Contribute to continuous improvement by identifying opportunities to improve, automate and simplify processes and enhance employee experience.

Core Skills and Qualifications:

The ideal candidate will possess the following:

Bachelor’s Degree

8+ years of experience working in a customer service center that primarily delivered service to customers through web portals and self-service tools, and service channels (e.g. inbound call center, chat, online case management) supported by customer service representatives 

2+ yrs of experience in a lead role with people management responsibilities.  

Prior experience supervising a primarily inbound HR contact/call center preferred including the supervision of personnel

Preferably, prior human resources experience resulting in broad exposure to the different areas of Human Resources (e.g. Staffing, Annual Review, Benefits, Payroll, Separations, Human Capital Management Tools, etc.)

Excellent customer service and diplomacy skills.

The ability to communicate performance expectations and monitor and evaluate performance to ensure plans are met. This includes the ability to ensure tasks are completed in a timely and quality fashion and the ability to provide specific and meaningful feedback both informally (e.g., discussion) and formally (e.g., performance evaluation).

Models and creates an environment that promotes knowledge, skills, and career development.

Ability to understand the cause of an issue and contribute to identifying the appropriate solution and mentor others in developing that skill.

The ability to structure the work schedules in a way that the work is distributed in a fair, reasonable, and balanced manner amongst the staff members.

Ability to maintain composure and adapt in a dynamic, fast-paced, employee-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities

Experienced in evaluating and implementing tools and metrics to enhance effectiveness

Ability to streamline processes, integrate, and associate pieces of information gathered from multiple sources

Familiarity with Contact Call/Center technology including computer/telephony integration (CTI), interaction tracking software, portals, searchable knowledgebase applications, case management tools, and call monitoring/quality assurance software

Demonstrated ability to motivate, develop and lead a team

Excellent verbal and written communication skills necessary to persuade and influence work teams, and to explain complex issues

Familiarity with Human Capital Management tools such as Workday, benefits enrollment, applicant tracking, onboarding, compensation, and performance management.

Ability to translate strategies into operational plans

Ability to focus on team member performance, performance metrics, team building, and employee development to ensure team member effectiveness.

Capability to drive process improvements, work flow efficiency, monitoring of transactional processing for compliance and accuracy

Ability to handle escalated employee concerns resulting in a superior customer support experience.

Ability to create and maintain a work environment that promotes excellent customer service, teamwork, diversity, performance feedback, individual recognition, mutual respect, and employee satisfaction ensuring quality hiring, training, and succession planning processes

Desired Competencies & Skills:

Contact Center Management

Human Capital Management Tools

Troubleshooting Aptitude

Mentoring Ability

HR Domain Knowledge

Analytical, Decision-Making, & Creativity

Relationship Building Skills

Strong Verbal and Written Communications Skills

Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail myhr.support@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Qualcomm. Staffing and recruiting agencies and individuals being represented by an agency are not authorized to use this site or to submit profiles, applications or resumes, and any such submissions will be considered unsolicited. Qualcomm does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications.

If you would like more information about this role, please contact Qualcomm Careers.