What are the responsibilities and job description for the Supervisor - Employee Support position at L'Oréal?
Job Title: Supervisor – Employee Support
Division: Corporate
Location: Tampa, Florida
Reports To: Sr. Manager – Peggy Anne Black
Who We Are
For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each person around the world the best of beauty in terms of quality, efficacy, safety, sincerity, and responsibility to satisfy all beauty needs and desires in their infinite diversity.
What You Will Do
This is a working supervisor role. You will manage a personal caseload, take employee phone calls when need, act as the first point of contact for escalations, manage IVR profiles, ensure adequate phone coverage, and handle other call center related activities. You will also oversee a team of Employee Support specialists, providing support, guidance, and mentorship in various areas. The Supervisor - Employee Support will be instrumental in maintaining data quality, optimizing workflows related to HR transactions, and driving overall operational excellence within the Employee Support function. While this role will provide support regarding Leave Management when needed, it does not have direct responsibility for administering Leave Management programs.
Key Responsibilities
Division: Corporate
Location: Tampa, Florida
Reports To: Sr. Manager – Peggy Anne Black
Who We Are
For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each person around the world the best of beauty in terms of quality, efficacy, safety, sincerity, and responsibility to satisfy all beauty needs and desires in their infinite diversity.
What You Will Do
This is a working supervisor role. You will manage a personal caseload, take employee phone calls when need, act as the first point of contact for escalations, manage IVR profiles, ensure adequate phone coverage, and handle other call center related activities. You will also oversee a team of Employee Support specialists, providing support, guidance, and mentorship in various areas. The Supervisor - Employee Support will be instrumental in maintaining data quality, optimizing workflows related to HR transactions, and driving overall operational excellence within the Employee Support function. While this role will provide support regarding Leave Management when needed, it does not have direct responsibility for administering Leave Management programs.
Key Responsibilities
- Case Management & Direct Employee Support:
- Manage a personal caseload of employee inquiries and requests, workflow approval requests, providing timely and accurate resolutions.
- Take employee phone calls, providing first-line support and escalating complex issues as needed.
- Serve as the first point of contact for escalated issues, ensuring prompt attention and resolution.
- Provide support for Leave Management inquiries as needed.
- Call Center Operations:
- Support the management of IVR profiles and routing to ensure efficient call handling and distribution.
- Ensure adequate phone coverage and manage call center staffing levels to meet service level agreements.
- Oversee and participate in other call center related activities as needed.
- Team Leadership & Workload Management:
- Directly manage the workload for the Employee Support team, ensuring efficient task distribution and prioritization related to:
- Data quality and workflow optimization
- Employee Support case management
- ServiceNow ticket assignments and follow-up.
- ServiceNow Reporting & Analysis:
- Support the development maintain ServiceNow reports and dashboards to track key metrics related to employee support requests, incidents, and other relevant areas.
- Review and analyze ServiceNow data to identify trends, patterns, and areas for improvement in service delivery.
- Distribute ServiceNow reports to relevant stakeholders and provide insights and recommendations based on the data.
- Employee Support Expertise & Process Design:
- Support and participate in the design and implementation of processes for handling employee inquiries and incoming calls, including escalation procedures.
- Oversee "Employee Connect" and provide expert guidance on employee support matters.
- Performance Measurement & Reporting:
- Define and track key performance indicators (KPIs) for the team, including call center metrics, data quality related to transactional updates, employee support case resolution times, and ServiceNow service level agreements (SLAs).
- Regularly report on team performance and identify areas for improvement.
- Data Quality & Workflow Optimization:
- Identify and implement solutions to improve data quality and streamline workflows related to HR transactions, including those within ServiceNow.
- Collaborate with relevant stakeholders to ensure data integrity and consistency across systems.
- Training & Development:
- Provide ongoing training and development opportunities for the team to enhance their skills and knowledge in areas such as data analysis, providing excellent employee support, ServiceNow reporting and utilization, and relevant HR policies and procedures.
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- Minimum of 3-5 years of experience in Human Resources, with at least 2 years in a supervisory role and experience in a call center environment.
- Strong knowledge of employment law and HR best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to handle sensitive and confidential information with discretion.
- Proven ability to manage and motivate a team.
- Experience with HR systems, data analysis tools, and ServiceNow reporting.
- Experience managing call center operations and IVR systems.
- Experience in the consumer goods or beauty industry.
- SHRM-CP or SHRM-SCP certification.
- Advanced ServiceNow reporting and administration skills.
