**At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where ,Health for all, Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining 'impossible'. There are so many reasons to join us. If you're hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there's only one choice.****HR Front Office Expert****YOUR TASKS AND RESPONSIBILITIES**The primary responsibilities of this role, HR Front Office Expert, are to:- Manage Employee Inquiry Process by analyzing case management (ticket handling) actions and documentation to ensure service quality requirements are met.- Initiate corrective actions/process improvements as needed.- Conduct periodic Quality Reviews of service cases to compile and report on data analysis, and to identify improvement or coaching opportunities as part of Continuous Improvement Process.- Support resolution of routine and more complex service requests.- Conduct evaluation of customer satisfaction and complaints feedback and communicate results.- Administer Call and Service Case quality review process as well as provide analysis and recommendations.- Prepare/review reports, conduct analysis and provide recommendations to contribute proposals for process improvements and Best Practices.- Provide coaching/mentoring to the Team members and to other and other staff-members to improve quality of customer interactions and answers provided.- Train new hires during Orientation period and maintain/improve New Hire Orientation Guide.- Promote awareness of service case management in terms of ownership, quality and timeliness of responses/answers and use of knowledge resources.- Develop resources/reference materials that support FO work processes, and to provide recommendations for best practices.- Act on behalf of HR Front Office Team Lead in the areas such as Team supervision, reports management, Communications, and partnership with other departments to ensure objectives are achieved.- Promote and educate knowledge management process within the related teams.- Generate training materials, support training and development of team members.- Manage CRM (SAP Customer Relationship Manager) ticket system.- Consult with IT Communications to trouble-shoot system problems.- Serve as "Service Now" Coordinator to maintain user assess and to manage database.**WHO YOU ARE**Your success will be driven by your demonstration of our LIFE values. More specifically related to this position, Bayer seeks an incumbent who possesses the following:Required Qualifications:- At least 5 years of experience in the call center industry as supervisor.- Advanced English level.- Strong leadership skills.- Problem solving mindset.- High profile stakeholders' management.- Ability to analyze processes, to identify potential for improvement and to propose innovative and sustainable adaptation to derive.Preferred Qualifications:- Degree in Business Administration, Human Resources, Psychology, or another relevant field.- Previous experience in HR Front Office.- User-level familiarity with MS Office (Excel) and SAP HR- Good user knowledge of SAP HR standard reports and transactions.**Location**:Costa Rica : Heredia : Heredia**Division**:Enabling Functions**Reference Code**:781681
