Responsible for providing daily service delivery within MPS solutions center team for designated customer groups with consistently reliable, and highly engaging service. Answers customer/employee inquiries leveraging a variety of technology and manual systems, processes and tools. Answers employee inquiries with increasing complexity over time and following the Tier system. Escalates concerns and is able to effectively synthesize information from a variety of sources to respond to the inquiry in a timely manner. Engages with other team members in a collaborative and team – oriented way to learn and take on additional activities through training.
Ensures day to day tasks are resolved and partners with team members, team leader and manager on the effective delivery of daily/weekly/monthly tasks. Can see beyond process to identify any other key dependencies that may lead to enhanced customer service for employee inquiries. May participate in projects and can also participate in a variety of cyclical events that occur yearly, monthly or quarterly in the Solutions Center Process.
Carries a mindset of continuous improvement and regularly provides insights to support the development of improved processes and services.
Accountable for ensuring a consistent customer experience, controls (including SOX) and compliance within the team assigned.
Proactively responds to customer/employee inquiries leveraging a variety of technology and manual administrative systems, processes and tools. Documents all transactions and consistently follows standards and operating practices for service documentation. During service delivery, is highly engaging, consistently reliable, and achieves employee satisfaction with a high quality level of service and in compliance with Solutions Center in-scope processes and at or above KPIs targets. Manages task execution with some guidance as needed from next level colleagues. Accurately moves inquiries from across process flow owners (ex. employee, other MPS teams, HRBP, manager)
Ensures accuracy in documentation, administration and follow through of all employee lifecycle services. Takes partners as needed to ensure questions to process or inquiry are resolved timely. Ensures compliance (ex. SOX) and best practices are learned, understood and followed to standard. Escalates when questions arise to ensure compliance and quality of service are never compromised.
Correctly addresses escalations by partnering with peers, next level peers, team leaders and team managers. Manages follow up and time in partnership with team management. Conducts follow up and service calls to ensure inquiry and service closure. Administrates to closure including documentation.
Working on process excellence within own area of responsibility and recommending process improvements, supporting implementation of the improvements. Engages in continuous learning by partnering with peers, next level peers, team leader and/or team managers to help resolve matters of complexity or not yet trained. Spends time daily and weekly learning new inquiries and focused on working at an increased level of independence
. Qualifications :
College Degree preferred but not required
Preferred HR certification (or PHR preferred in US only)
0-3 years of call center experience
0-2 years of managing projects or participating in project teams
Attention to Detail, and engaging in collaborative work teams
Experience within HR business function would be ideal.
Demonstrated experience in delivering services / providing advisory to others Preferred experience with multicultural and/or with remote customers
Current McCormick employees who meet these qualifications and are interested in pursuing this position must notify their direct supervisor and their unit HR representative prior to applying.
First consideration will be given to employees who have been displaced from their jobs for positions with the same grade or lower. If there are no qualified candidates, all other employees will then be considered. No displaced employee will receive preferential consideration for a promotional opportunity.
McCormick may recruit external candidates concurrently in order to expedite the recruitment process. Qualified internal candidates submitting bids within the first five (5) days of the job being posted will be considered before external candidates. Internal bids received after the sixth (6th) day will be considered along with external candidates. It is the policy of McCormick and Company to select and promote for all positions without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.