HR Analyst - Contact Center

Job Description: HR Analyst - Contact Center | Group HR

Overview of the Role:

As an HR Analyst in the Contact Center within Group HR, you will play a crucial role in our HR Shared Services as the 'front line query' team. This position entails providing exceptional customer service and possessing a deep understanding of HR products, policies, and processes through various support channels.

What You Will Do:

- Act as a 'trusted HR Advisor' for a user base of 17,000 Employees, Managers & HR Business Partners, handling queries related to HR Policy & Processes, Transactions, and the Self-Service Online portal.
- Take end-to-end ownership of all in-scope requests received through Employee Services, ensuring consistent and accurate responses within defined service levels.
- Provide navigational support on the Employee Services portal and handle functional inquiries, resolving the majority of inquiries and transactional requests promptly.
- Conduct basic analysis and escalate cases that require further attention using support tools, such as the ES portal.
- Communicate resolution to employees after confirmation, ensuring excellent service and adherence to data privacy and confidentiality requirements.
- Perform outbound calls during quiet periods, including courtesy calls to verify customer details or gather additional information.
- Maintain data quality and accuracy through the 'Right First Time' practice and closely monitor Work In Progress (WIP) cases, preventing exceedance of defined service levels.
- Ensure timely closure of 'How-To' & 'Request-Information' requests within 48 hours.
- Stay updated on policies, procedures, and FAQs, sharing knowledge and experience within the team.
- Foster a learning and knowledge-sharing culture through coaching, emails, team meetings, and contributing to the FAQ list.
- Build strong teamwork and positive working relationships within Employee Services Teams and other relevant departments.
- Demonstrate a proactive commitment to adopting new processes and working practices for a seamless and excellent customer experience across all support channels.

Skills:

Required Skills to be Successful:

- Multitasking ability, analytical and problem-solving skills, with a consistent record of on-time delivery.
- Confidence, professionalism, attention to detail, and excellent customer service skills.
- Flexibility in scheduling support when required, working effectively within a dynamic group.
- Ability to perform well under pressure, convey a sense of urgency, and drive issues to closure.

What Equips You for the Role:

- Bachelor’s degree or equivalent in Business, Management (especially Human Resources/Customer Service/Psychology), or Technology.
- 2-3 years’ experience as an HR Generalist or in a Customer Service Help Desk role, with 1-2 years of experience in SAP HCM Module – PA, OM, Time Management & Payroll Mode.
- Sound knowledge and working experience with Case Management tools and proficiency in MS Office.
- Experience multitasking in a fast-paced environment, completing work with pace and quality discipline.