.Location: Guadalajara SSC, MexicoReports to: Manager, HR Internal Customer ServiceIngreion is looking for a proactive bilingual HR professional who can help supporting our HR Reps team, who give internal customer service to employees in different matters. If you have experience managing work of other people, leading a team, etc.; this role may be for you.The Employee Experience Team Lead will be responsible for supervising, managing, and monitoring the team members daily activities. Acting as the first point of escalation for team and customer concerns and requirements.Core Responsibilities:- Oversee day-to-day teams' operation and performance- Monitor team performance and report on metrics- Listen to team members' feedback and resolve or escalate any issues or conflicts- Plan and organize the weekly workload for the team- Discover training needs and provide coaching- Monitor and calibrate on internal QA process- Increasing team motivation and sharing positive feedback and praise- Circulate company information and updates within the team- Coordinate and plan onboarding and training activities for new team members- Help Team Manager in the development and implementation of procedures that improve efficiency and increase safety- Ensure and monitor all team members are compliant with mandatory company trainings- Address case/chat/phone escalations to full resolution- Plan, design, contribute to deliver process dashboards as needed- Plan and coordinate all team meetings and team building activities- Participate in the interviewing process for new team members- Recognize good performance and encouraging or rewarding- Assist with monthly Employee Meeting results, provide monthly KPI results, chat volume by agent, abandoned chats, satisfaction survey data, etc.- Requirements:- Minimum 1.5 years' experience in an HR customer service based role, ideally within a Shared Services organization- Previous experience in leading or supervising a team is highly desirable- Advanced English Language: Written and Oral- Desirable: Medium- Advanced Portuguese Language: Written and Oral- Great sense of urgency- Adaptability to change- Organizational and time-management skills- Team player- Clear, concise and confident communicator- Strong interpersonal skills with the ability to build trusting relationships with colleagues, stakeholders and create a team spirit- Strong understanding of business goals, KPIs and standards for customer service- Strong sense of ownership in the team's performance and its impact on the company's success- Ability to communicate effectively with senior management and other departments- Data Analysis skills- Negotiation skills- Decision making skills- Company Background:- Ingredion is a Fortune 500 public company, provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world
