Thermo Fisher Scientific Job - 29001295 | CareerArc
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Company: Thermo Fisher Scientific
Location: Pittsburgh, PA
Career Level: Mid-Senior Level
Industries: Healthcare, Pharmaceutical, Biotech


Job Description

Job Title: Supervisor, HR1

Reports To: Terry Baker, Director, HR Solution Center NA

Group/Division: Corporate

Career Band: 6

Job Track: Management

Position Location: Pittsburgh, PA

Number of Direct Reports: TBD

FLSA Status: Exempt

Position Summary:

The HR1 Solution Center Supervisor is focused on overseeing the day to day activities of the Center and ensuring that the team meets its strategic goals. S/he ensures quality service and operational performance by analyzing metric dashboards. S/he is proficient in process analysis and optimization experience. S/he provides support on escalated questions and issues on center-supported services such as benefits, payroll, and HR policies & procedures.

Key Responsibilities:

  • Monitors day to day Solution Center call volume and case management activity and protocol; adjusts team activities and flexes staffing where necessary to ensure service levels are met
  • Ensures team achieves stated performance measures and adheres to established customer service standards
  • Effectively analyzes, evaluates, and resolves complex issues escalated by HR Specialists and manages each case through quick and accurate resolution
  • Reviews survey feedback provided by employees following case closure; analyzes root cause, addresses dissatisfied employees, and course corrects HR Specialists where appropriate
  • Collaborates with subject matter experts and field HR reps to resolve employee issues in a thorough and timely manner
  • Provides HR Specialists with daily, weekly, and monthly metric dashboards; conducts and reviews robust phone and electronic case audits with team members as part of commitment to quality and data integrity
  • Offers HR Specialists ongoing mentoring, coaching and other feedback for professional development, completes monthly scorecards as part of 1:1 meetings; completes quarterly, semi-annual, and year-end reviews
  • Performs or delegates HR Specialist education and training activities
  • Monitors and leverages metrics and trends to determine where process improvement options exist to improve the customer experience, optimize services, and gain efficiencies through technology or other means; incorporates these into process improvement proposals
  • Stays abreast of HR policies, plans, and programs, providing regular team updates
  • Ensures process documentation is current and teams receive adequate training on changes
  • Performs special projects as needed. As a subject matter expert, influences project decisions to improve the customer experience and/or improve efficiency. Ensures project deliverables are on schedule, are documented, and teams are effectively trained in process and functionality changes
  • Leads Tier I hiring & onboarding activities, partnering with 3rd party recruiting firms where applicable to ensure proper staffing levels, specifically during peak periods
  • Assists with case work during surge periods
  • Manages HR Specialist scheduling, timecard approval, and team PTO requests, ensuring sufficient daily coverage
  • Performs miscellaneous administrative tasks, i.e. invoice processing, expense management etc.
  • Plans monthly/quarterly team building events; leads employee milestone/celebration efforts

Minimum Requirements/Qualifications:

  • Prior experience (at least 4 years) working in a call center or HR shared service center
  • Prior supervisory experience a plus
  • Previous experience (at least 4 years) in general human resources or customer service preferred
  • Ability to interpret and communicate HR policies, procedures, and programs
  • Ability to run reports and interpret metrics
  • Is proficient in process analysis and optimization experience.
  • Ability to deliver excellent customer care via telephone an absolute must
  • Previous experience with all aspects of FMLA and leave of absence program administration helpful
  • Critical thinking, problem solving, and judgment skills
  • Service-oriented attitude and willingness to learn
  • Posses good listening skills and patience to work with all types of employees
  • Ability to maintain a positive attitude
  • Individual should have high energy with the ability to organize/prioritize workload
  • Collaborates well with others, is able to influence decisions
  • Deftly manages competing priorities

Non-Negotiable Hiring Criteria:

  • BA/BS attributable to human resources or general business
  • Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment and with cross-functional team leaders
  • Proficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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