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Human Resources Supervisor
First American
Santa Ana, CA, United States
Job Details - this job has expired, please see similar jobs below
This position manages a team of HR Shared Services Representatives who provide support to employees; answering inquiries and support transactional activity to ensure efficient and effective delivery of “myFA” services by supporting all Human Resources (HR) related inquiries for all company employees. The HRSS Supervisor is responsible for managing the workflow to ensure all transactions are completed accurately and within service level agreement (SLA)The role will respond to questions, resolve issues and determine the escalation path if necessary after triaging the request and/or issue.This position will provide front line point of contact for both routine and escalated calls from both employee and management. The HRSS Supervisor performs all duties in alignment with First Americans Mission, Vision, Values, and in support of a culture of employee communication and engagement and reports to the Director of HR SS.
Essential Functions
• The supervisor provides support in the implementation of standardized policies and practices that are associated with HR Shared Services to create departmental efficiencies and excellent customer service.
• Answers questions and recommends resolutions to address employee and/or customer issues, complaints, and inquiries
• Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies; conducts ongoing observations of program performance and identifies training needs
• Create an atmosphere of superior customer service by developing and leading a customer focused effort, constantly improving processes and procedures to meet changing technical and customer requirements in a pro-active manner
• Ensures appropriate work allocation among HRSS team members to ensure the HRSS operates in the most employee responsive and efficient manner.
• Establish, monitor and validate all data entry related to the case management system (CMS) to ensure correctness, identify trends and knowledge base needs and provide insight to management.
• Create and maintain a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction ensuring quality hiring, training, and succession planning.
• Identifies and resolves gaps in knowledgebase provided to employees through the myFA portal
• Seek and identify opportunities for continuous improvement strategies in order to identify efficiencies and continue to streamline processes.
• Maintaining the HRSS Calendar of Projects and Events and ensuring resources and knowledge are in place during key dates; for example, Annual Enrollment, training campaigns, etc.
• Ensures proper metrics and reporting are established to measure all HRSS activity
• Maintains a close professional relationship with the HR team, managers and employees to expedite processes and requests and ensure that support is being provided at expectation levels.
• Perform other job related duties as requested
Knowledge and Skills/Technology Used
• Communicates clearly and concisely
• Ability to solve problems and make recommendations to remediate issues
• The ability to identify the nature and severity of the request or issue, prioritize, and choose the best method of resolution in a sensitive and confidential manner is required
• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise
• Strong analytical abilities and problem solving with demonstrated ability to run reports, and interpret/analyze data outputs
• Proficient in the use of Microsoft Office suite of applications and the ability to quickly learn new software products
• Able to implement and enforce processes to ensure compliance and quality
• Provides others with reliable information and uses good listening skills
Typical Education
• Bachelor’s degree or equivalent combination of education and experience
Typical Range of Experience
• 3-5 years of directly related experience
• 2+ years demonstrated experience in a lead or supervisory role
• Strong working knowledge of HR systems and operations
• Call Center supervisory experience required
• Experience with a Shared Service Delivery system required
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.