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Respect, integrity, diversity and inclusion, teamwork and the spirit of winning propel our teams to excellence. Get to know us and see what it'
s like to be part of the world's leading major home appliance company.
We are looking for people to join our HR Operations team in the new HR Call Center. In this role you will be the first point of contact for all HR queries.
The ultimate goal is to ensure all queries will be answered or routed to the right team and to ensure customer satisfaction.
What You Will Do
Partner with leadership to create a brand new Customer Service Center within HR.
Lead contact center representatives to meet expected call volume and satisfy operational requirements.
Provide exceptional HR services to a variety of customers including employees, retirees, people leaders, vendors, etc.
Interpret, communicate, and apply service center objectives, policies, and procedures within contact center.
Use general understanding of procedures, policies, knowledge database, other reference materials and judgment to assist in resolving complex issues.
Oversee team performance and manage communication and information flow to increase efficiency.
Coach and develop contact center staff; approve and may lead training and development activities.
Develop a resource plan and partner with the WFM team to create resource forecasting and schedules to meet projected volumes.
Periodically monitor live calls and email responses to identify opportunities for process / quality improvements.
Analyze operational performance against established metrics.
Recognize and communicate unusual events affecting customer service.
Makes adjustments to process and resource allocation in consultation with service center leaders, where necessary, to ensure client needs are being met.
Identify and drive opportunities for continuous improvement.
Appropriately balance the needs of the business and the need of HR service customers.
What You Need to Succeed
Ability to consistently deliver high quality customer service, measured through metrics and SLA’s
Experience with Lean and continuous improvement projects
Experience developing and implementing customer service strategies
Experience working with customer service technology is preferred (e.g., case management system, knowledge management system)
Experience developing / managing teams utilizing metrics to ensure high levels of efficiency and customer service
Knowledge of Human Resources policies, practices, and procedures, legal and regulatory requirements helpful
Excellent verbal and written communication; ability to develop and deliver verbal and written communications which convey complex information in a simple, easily understandable manner
Strong analytical skills, attention to detail
Ability to multi-task in a fast-paced environment
Strong problem-solving and troubleshooting abilities
Ability to handle confidential and sensitive information
Ability to maintain patience, commitment, and effectiveness when challenged by difficult situations
Ability to maintain objectivity under pressure
Bachelor’s degree in Human Resources, Business Administration, Finance, or Related Field
Minimum two (2) years in a supervisory position or operational management
Minimum of one (1) year experience in a contact center preferred
Able to speak in two languages : English and Italian . Polish will be an asset.
Whirlpool Corporation (NYSE : WHR) is the world's leading major home appliance company, with approximately $21 billion in annual sales, 92,000 employees and 65 manufacturing and technology research centers in 2018.
The company markets Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit and other major brand names in nearly every country throughout the world.
In Europe, Middle East and Africa (EMEA) it has approximately 21,000 employees, a sales presence in more than 30 countries and manufacturing sites in seven countries.
Whirlpool EMEA is an operating segment of Whirlpool Corporation. Whirlpool Corp.’s EMEA Headquarters are located in Pero (MI), Italy.
Additional information about the company can be found at WhirlpoolCorp.com or find us on LinkedIn and Twitter .