HR Customer Advisor Supervisor

BAE Systems • Charlotte, NC

79d • $73,778 - $125,422

About The Position

We are seeking a highly skilled and experienced Supervisor/Team Lead of HR Customer Advisors to lead our HR Service Center team. As a key leader, you will be responsible for overseeing the delivery of exceptional customer service and support to employees through our ServiceNow platform. Your primary goal will be to ensure an employee-centric experience, drive process improvements, and foster a culture of continuous improvement.

Requirements

• 3+ years of experience in an HR Generalist or Business Partner capacity, experience as a team or project lead.
• Excellent written and verbal communication skills, strong analytical and problem-solving skills.
• Ability to interact effectively with management, employees, and other customers.
• Strong leadership and management skills, with experience in developing and implementing process improvements.
• Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR Information Systems.
• Ability to identify trends and opportunities for improvement.
• Familiarity with metrics and reporting tools.
• Bachelor's degree in a related field (strongly preferred).

Nice To Haves

• Experience in an HR Shared Service or a related field.
• Proficiency in ServiceNow and ability to navigate the platform effectively.
• Experience with ServiceNow case management and ticketing.
• Familiarity with ServiceNow reporting and metrics.
• Ability to utilize ServiceNow to document and track employee interactions.

Responsibilities

• Provide direction, guidance, and coaching to HR Customer Advisors, ensuring they have the necessary skills and resources to deliver high-quality service and support to employees.
• Collaborate with cross-functional teams to identify opportunities for process improvement, develop solutions, and implement changes that enhance the employee experience, reduce cycle times, and improve efficiency.
• Monitor and analyze key performance indicators (KPIs) such as first-response and resolution rates, case resolution quality and accuracy, and customer satisfaction ratings.
• Ensure adherence to established quality standards and guidelines for customer engagement, and provide feedback and coaching to HR Customer Advisors.
• Provide guidance and support to HR Customer Advisors in resolving complex customer issues, and escalate or transfer cases to other provider groups as needed.
• Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements.
• Provide ongoing coaching and feedback to ensure the team are equipped to deliver exceptional service.

Benefits

• Health, dental, and vision insurance.
• Health savings accounts.
• 401(k) savings plan.
• Disability coverage.
• Life and accident insurance.
• Employee assistance program.
• Legal plan.
• Discounts on home, auto, and pet insurance.
• Paid time off.
• Paid holidays.
• Paid parental leave.
• Paid military leave.
• Paid bereavement leave.
• Federal and state sick leave.
• Company recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees