Hr Analyst

In this role, you will report to an HR Employee Care Manager and will provide Tier 1 support for multiple Human Resources services including, but not limited to, talent acquisition, learning, leaves of absence, workforce administration and U.S. benefits administration.
 
Providing an exceptional customer experience and delighting our customer groups (employees, managers, HR, Recruiters and Learning Coordinators), this role is also responsible for day-to-day administration of Tier 1 processes and internal HR programs, and resolution of supplier-escalated calls from employees.
 
Facilitate delivery of HR Employee Care services to employees and managers, directly and through our Managed Service Provider (MSP)
 
The Work Itself:

• Serve as primary contact for Tier 1 inquiries and requests that come through chat or via a case management tool; ensuring responses align to established SLAs and KPIs
• Keep accurate documentation of case and chat interactions
• Delight our customers by providing accurate, personalized, and comprehensive responses or by politely redirecting non-Tier 1 requests
• Execute on day-to-day processes per established procedures and quality guidelines while prioritizing work to meet established goals and metrics (timeliness, quality, and customer satisfaction)
• Maintain Standard Operating Procedures and Knowledge Articles and generate standard reports requests
• Identify problems, resolve issues, and identify various solution options while empowering customers through education of self-service capabilities
• Provide operational and administrative support for special projects as needed
• Apply relevant regulations, policies and procedures to business issues and day to day responsibilities.
• Call attention to risks and challenges to proactively remediate any issues and assist in continuous process improvement activities to refine HR services and Employee Experience

 
Skill/Experience/Education:

• Strong time management, organization and listening skills as well as emotional intelligence to de-escalate and resolve issues
• Solid oral and written communication skills to frame communications for key customer groups as well as a focus on customer care to provide a positive and quality experience
• Ability to identify trends and pro-actively address customer’s needs and resolve issues. Strong analytical and decision-making skills including the ability to navigate within and across teams
• Competencies Customer Service Responsiveness

Desired Skills:

• Bachelor's degree in HR, business administration, or related field preferred
• Strong Excel skills including pivot tables and VLOOKUP’s preferred