Sherwin-Williams
Employee Services Support Hub Supervisor
At Sherwin-Williams, we color the world! With more than 85 years of history in Brazil and as part of a global brand with over 150 years, we are leaders in the paints and coatings industry, recognized for our innovation, quality, and commitment to sustainability.
We are looking for a Employee Services Support Hub Supervisor, who will be responsible for managing and developing a team of analysts who provide Tier 0 and Tier 1 support for HR Administration, Time & Attendance and Payroll inquiries.
The Employee Services Supervisor ensures efficient triage, root cause analysis and timely resolution of employee issues across the region, driving operational excellence and a seamless employee experience.
Location: São Paulo-SP (Hibrid 3×2)
Responsibilities:
Employee Service Hub Leadership
- Build and lead a team responsible for Tier 0 and Tier 1 case intake, triage, and resolution across Employee Services functions;
- Oversee multi-channel support (portal, chat, phone, email) ensuring SLA compliance, quality standards and exceptional employee experience;
Knowledge Management & Self-Service Optimization
- Develop and maintain a robust knowledge base and self-service content to reduce ticket volumes and improve first-contact resolution;
- Implement strategies to empower employees in self-service and reduce dependency on live support;
Global Coverage & Process Standardization
- Implement a support model to ensure consistent service delivery;
- Harmonize processes globally while adapting to regional compliance and requirements;
Operational Excellence & Reporting
- Responsible in monitoring Service Level Agreement (SLA) attainment, first-contact resolution, customer satisfaction (CSAT), backlog, average resolution time (ART), Key Performance Indicators (KPIs) and provide actionable insights to leadership;
- Drive continuous improvement initiatives to enhance efficiency, reduce repeat contacts and improve the overall employee experience and adoption of case management tools and resources;
People Leadership & Development
- Recruit, coach, train and develop service hub team members on end-to-end hire to retire (E2E H2R) processes, encouraging knowledge sharing among the varying levels of experience;
- Establish clear goals and career paths for all team members;
- Foster a culture of accountability, customer service, collaboration and innovation;
- Risk Management & Compliance;
- Ensure adherence to data privacy, security standards, and regulatory requirements across all regions supported;
- Support audits and maintain accurate documentation for compliance purposes.
Requirements:
- Bachelor’s degree in Human Resources, Business Administration, Information Systems, or related field;
- 4+ years relevant in Employee Services, Customer Service Desk, and/or IT/HRIT systems support;
- Previous leadership experience, including direct or indirect team leadership;
- Strong written and verbal English communication (advanced).
Preferred:
- Experience working with UKG, Dayforce, and/or HR Systems (Oracle HCM, Workday, SuccessFactors, etc.) handling operations, troubleshooting, and/or implementation;
- Experience in help desk case / ticket management (e.g., ServiceNow HR Service Delivery, JIRA, Zendesk) and knowledge base administration;
- Working understanding of H2R processes, including Time to Pay, Workforce Management and HR Administration;
- Strong customer service orientation and empathy;
- Proven ability to analyze, troubleshoot, and resolve issues in high-volume, time-sensitive environments;
- Strong organization, prioritization, and follow-through; able to manage across time zones;