The Employee Care Supervisor oversees a team of customer service professionals who deliver HR support to Intel Employee across a given region. This role oversees contact center operations and ensures the KPIs are meeting and exceeding expectations. In addition, the Employee Care Supervisor, continually drives process improvements to increase level of service, deflect volumes, and find more efficient ways of operating. This role will build and sustain a high performing team, facilitate and delegate work, provide coaching and feedback, career development, and performance management. This role will partner and work closely with other Employee Care Supervisors to ensure operations are managed in a globally standardized way. This role drives transformative changes, provides direction using sound judgment, and engages regularly with key stakeholders - all to ensure we are providing the best, most robust services to our Intel employees. This individual can prioritize multiple tasks, possesses strong communication oral and written skills and is comfortable working in a rapidly changing and ambiguous environment with minimal direct supervision.

You will help Intel with the following, but not limited to:

• Develop a high performing team. This includes but is not limited to: setting clear performance objectives for each employee, driving results to meet these individual goals, establishing clear and robust development plan per employee, identifying training needs across the team, addressing performance issues in a timely manner, and creating an ongoing positive team culture of growth, learning, and inclusivity while achieving objectives of the team.

• Create and execute a sustainable hiring strategy relevant to the region. This entails attracting, hiring, and retaining the team.

• Drive the team to deliver high quality results. This will be done by ensuring all organizational KPIs are met, root cause any customer issues, and fostering innovative ideas through a culture of testing and piloting new ideas.

• Implement and drive adherence to global standard operating procedures to guarantee a consistent quality customer experience in all interactions globally.

• Close collaboration with other Regional Employee Care managers to understand customer trends, global operational efficiencies and drive consistent performance across all regions.

• Influence and advocacy for continuous improvements and sustainability of our documented processes to ensure ease of use for our teams and quality service delivery to our customer.

• Play a key role in implementation of strategic GES initiatives. This can include but is not limited to volume reduction efforts, CSAT improvements, global standardization efforts, and new hire training strategies.

• Be a leader of transformative change through positive reinforcement, risk taking, having a growth mindset, and inspiring the team.

The ideal candidate should exhibit the following behavioral traits:

• Maintain a high level of accountability for operational performance and business objectives

• Well organized and analytical mindset to solve critical issues in a timely manner

• Strong discipline and time management as well as orientation to results

• Team motivation and growth mindset

• Quality Orientation

• Teamwork and ability to collaborate with cross regional, multidisciplinary teams

• Strong communication and stakeholder management

Qualifications

Minimum qualifications are required to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Minimum Qualifications:

• Must be an active student of, or must possess a Bachelor's degree in Human Resources, Business Administration, Psychology or related field OR 7+ years of experience in lieu of a degree.

• 5+ years of relevant experience in Contact Centers, Call Centers and/or Shared Service Centers.

• 2+ years of experience in people and team management

• Advanced English level (B2+ minimum)

• Must have permanent-unrestricted right to work in Costa Rica.

Preferred Qualifications:

• Contact Center and relevant technology management preferred

• Knowledge in at least one of the following: Genesis, Workspace, Service Now, Workday, Power BI, Excel, Word, and Powerpoint or Automation.

Inside this Business Group

Intel's Human Resources group is responsible for hiring, developing and retaining the best and brightest employees while continuing to strengthen the company's culture and values. Intel Human Resources provides first-rate, cost-effective services and support to employees worldwide and is dedicated to advancing Intel's business goals.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.