People & Operation Analyst

Responsibilities:

Resolve inquiries through business Tickets regarding HR Programs Policies Processes and Systems using available internal resources such as Instructions FAQs policies and desktop procedures in WorkDay and ServiceNow.

Navigate Customers (Associates Managers and HR Business Partners) on how to use HR Operational systems (Workday/SNOW) and applicable processes to drive self-service adoption.

Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs. Be able to handle crucial conversations with Customers not willing to adhere to the agreed roles & responsibilities or unsatisfied with processes and services offered.

Prioritize work according to agreed Targets to achieve SLAs (Meet agreed timeline) CSAT ( High Customer Satisfaction rating & Agreed Service Results) Minimize Customer Escalations Response to all Calls and Chat.

. Collaborate with other team members in case resolution to meet performance metrics. (including data quality and integrations issues)

Monitor case resolution and provide service user with status updates and/or a possible workaround until the issue is resolved.

Maintain operational documents used to perform daily tasks ensure knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.

. Understanding of End-to-End HR process and communicate any gaps or areas to improve.

. Ability to identify root cause of escalated service owned by Junior Analyst.

Ensure the confidentiality accuracy and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.

Requirements:

Bachelors Degree or equivalent preferably in HR Communications and/or Business.

1 or more years of general HR experience preferred previous experience in Shared Services/Call Center environment is an advantage.

Familiarity with HR processes and practices.

Ability to navigate with proficiency across various HR Systems (i.e. WorkDay & ServiceNow) and deliver high quality customer service while managing high volume of inquiries and services.

Ability to follow standard procedures and without variation.

Demonstrated problem solving and conflict management skills with the ability to deliver high quality customer service while maintaining a positive and professional manner.

Ability to prioritize multiple tasks in fast-paced environment with strong organization and time management skills.

Ability to handle and maintain confidential and sensitive information.

Strong oral and written communication skills in English. Additional Spanish or Portuguese language skills (oral and written) will be an advantage.

Strong listening skill