Head of MBS HR Contact Center (German Speaker)

Posted 06 Jun 2019

Dolnoslaskie - all, Dolnoslaskie - Poland

Req Id 193281


A career at our company is an ongoing journey of discovery: our around 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

Your Role:

As a member of the HR Support Contact Center, you are an important ambassador of employee experience  and will be the first point of contact for our customers: managers, employees, external candidates, HR business partners, … and many more. You will lead a team of Contact Center Advisors and provide coaching and feedback on individual and team performance outcomes. Together with your team you will ensure call and case management outcomes align with service level expectations and defined standards.  You serve as an escalation point for employee requires and take appropriate action to resolve within a timely manner. To coach your team, you routinely monitor phone calls, employee benefit/leave transactions to ensure service delivery standards are being met. In needed subject areas you provide training to team to ensure they are knowledgeable about the latest HR policies and federal and state regulations and can support to our company employees effectively. The reporting of metrics to evaluate service performance and identification of process improvements as appropriate is also an important part of your job.



Who You are:


•Minimum two years of experience in leadership position preferably in a shared service center environment
•Higher education and/or bachelor’s degree, HR focus preferred

•Fluent knowledge of German and good English is a must

•Experience with state-of-the-art HR IT and CRM systems

•Customer-focused, pragmatic problem-solving & tech-savvy mindset with adaptability to different personality types

•Excellent interpersonal, leadership, and management skills and high professional standards for customer service and work quality.

•Outstanding communication skills including strong listening and comprehension skills

•Strong analytic, problem solving, judgment and conflict resolution skills

What we offer:  With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at https://jobs.vibrantm.com

Apply Now


You have accessed emdserono.ca, but for users from your part of the world, we originally designed the following web presence merckgroup.com

Let's go

Share Disclaimer

By sharing this content, you are consenting to share your data to this social media provider. More information are available in our Privacy Statement