Sr. Supervisor, People Solutions Center

Job description

Job Title: Sr. Supervisor, People Solutions Center Job Description Ensure all cases are processed and managed promptly for HR tasks in North America, and keep stakeholders informed about industry needs, focusing on business intelligence and process improvement.JOB INFORMATION Country: Transversal Job Title: Sr. Supervisor, People Solution Center (PSC)* Job Title in English: PSC Coordinator Functional Unit: Human Management Sub Unit: Support Service: TYPES OF POSITIONS TO SUPERVISE Level 2 - Responsible for Tactical - Operational positions DEPARTMENT'S KEY PURPOSE Attract, empower, and retain suitable and happy Game Changers. MISSION OF THE POSITION Ensure all cases are processed and managed promptly for HR tasks in North America, and keep stakeholders informed about industry needs, focusing on business intelligence and process improvement. MAIN RESULTS Monitor compliance with human resources policies to standardize requirements for legislative compliance. Ensure maximum workforce efficiency and effectiveness through proactive performance monitoring and strategic team management, aligning activities with organizational goals. Coordinate the efficient and accurate management of workforce-related data and cases, ensuring information is up-to-date and available for informed strategic decision-making. Serve as the primary liaison to ensure effective communication and escalation management between local and corporate teams, ensuring initiatives and critical issues are handled efficiently and collaboratively. Drive escalations of critical issues and coordinate their effective resolution with stakeholders. Anticipate identifying opportunities for improvement in current processes to increase efficiency and effectiveness in service delivery. INTERNAL WORK RELATIONSHIPS Contact - PurposePeople Solutions - Identify needs and implement action plans Company's GC - Resolve concerns and needs Operations Teams - Research and resolve internal labor conflicts EXTERNAL WORK RELATIONSHIPS Contact - PurposeGovernment Entities - Respond to governmental requirements Entities - To verify information Providers - Contractual changes and respond to unanswered inquiries NATURE AND SCOPE Autonomy: The position is broadly subject to policies, functional objectives, and/or scope of goals established for the business by senior management. It involves deciding from a set of different rules, standards, methods, etc., the best option and required modifications. Other significant roles: The position assists, participates, and/or advises in meetings linking its unit or functional subunit to establish strategic actions to ensure the achievement of objectives. Scope: The position's tasks are confined to the regional level of the organization, i.e., in all countries where operations are conducted. Physical Conditions: The work takes place in shared spaces, with some noise from personnel in the area. Work Conditions:Night shifts: NO Intercity travel: YES Work schedule: Full time INFORMATION AND ASSETS Information:TypeCompany policies - Internal Personnel database - Confidential PS and Payroll processes - Confidential Check information - Confidential Disciplinary processes - Confidential Access and Privileges:TypeInternet - Limited Mobile phone - Free Site access - Limited Equipment allocationDesktop or laptop computer Headset Corporate email account Facility access card Platform access according to User Role Matrix SS-T-F-003. Other accesses or equipment subject to need as per Information Asset Management Procedure (SI-T-P-002) and Work From Home Policy (PO-T-R-002). Platform access according to User Role Matrix SS-T-F-003 FORMAL EDUCATION Study Level:Area Required Completion:University Student in Business Administration Organizational Psychology Related areas - Semester 5 ADDITIONAL TRAINING Level - Area - Condition LANGUAGE REQUIREMENTS Level - Language - ConditionAdvanced - English - Required TECHNICAL SKILLS Skill - ScaleCoaching and Development - Advanced Data and Trend Analysis - Standard Customer and Service Orientation - Advanced Knowledge of US and Canada laws - Advanced Work with minimal supervision - Advanced EXPERIENCE Experience: HR team leadershipTime of experience: Less than 3 years Type of experience: Internal experience Condition: Required Experience: Knowledge of North America labor lawsTime of experience: Less than 3 years Type of experience: External experience Condition: Required Experience: Staff developmentTime of experience: Less than 3 years Type of experience: External experience Condition: Required Experience: Staffing planningTime of experience: Less than 3 years Type of experience: External experience Condition: Desirable Work experience replaces formal education. (Does not apply to positions where academic training is legally required for the profession). Compliance with competencies replaces work experience in internal cases. COMPETENCIES Core CompetenciesCompetency - LevelEthics - X WOW Passion - X Managerial CompetenciesCompetency - Level Specific CompetenciesCompetency - LevelCommitment to excellence - X Effective communication - X Flexibility and adaptability - X Proactivity and initiative - X Leading by example - X RESPONSIBILITY IN MANAGEMENT SYSTEMS Quality Management:Know, understand, and support the corporate commitment to quality described in the quality management system policy and objectives. Know, comply with, and control the documents and records of the process to which it belongs, ensuring their updating and conservation as established. Manage process improvement through the search and execution of improvement actions, results of management indicators, risk mitigation, and results of internal or external audits. HSE (Health and Safety/Environmental) Take care of one's health. Provide clear, truthful, and complete information about one's health status. Comply with the rules, regulations, and instructions of the company's Occupational Health and Safety and Environmental Management System. Timely inform the employer or contractor about hazards, latent risks, and environmental aspects and impacts at the workplace. Participate in safety, occupational health, and environmental training activities defined in the training plan. Participate and contribute to achieving HSE Management System objectives. ESG (Environmental, Social, and Governance) Actively participate in volunteer activities to ensure compliance with the social responsibility program. Define, promote, and monitor the compliance and application of the Security Management System guidelines. Information Security Report any event that may compromise information security, including confidentiality, integrity, and/or availability within the company. Apply and comply with Webhelp's Information Security Policies to preserve the confidentiality, integrity, and availability of information assets during the performance of duties. Business Continuity Promote, support, and monitor compliance and application of Business Continuity Management System guidelines through decision-making, plan definition, and directives in accordance with Webhelp's strategic and financial objectives. Identify, know, and ensure the applicability of controls to mitigate risks that may cause unavailability of Webhelp services and/or processes. Location: COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia Language Requirements: Time Type: Full time2026-07-22