Job Summary:
The HR Services Analyst will provide professional customer service support, both individually and as part of a service team, with a focus on assisting employees with their HR inquiries and needs offering high levels of customer satisfaction and efficiency. The HR Services Analyst will work as a support for the HR Services Center team as an interface for trouble calls; providing support, direction and HR inquiries resolution based on the assigned tasks and team responsibilities
**Responsibilities**:
- Be the first contact for employee and manager inquiries, ensuring timely and accurate responses to their questions and requests
- Handle incoming calls and address them correctly during the regular shift. That includes resolving the case directly or assigning it to the correspondent team.
- Delivers accurate and timely HR administration support to internal stakeholders like employees, managers, and the HR community, ensuring adherence to HR procedures and processes.
- Process the cases assigned to the case management system, including all the cases life cycle steps and phases.
- Comply with the assigned schedule to cover the hours of operation.
- Assist employees with navigating employee resources, with a focus on promoting self-service
- Support when required with any task other than and/or in addition to their fixed responsibilities (for issues of vacation coverage, permits, emergencies, and/or fortuitous cases (assignment, resolution, creation, and/or translation of tickets)).
- Guide and teach the employees about self-service tools.
- Support any other new process when required by the client if it has been officially included in our scope of services.
- Support and maintain the documentation of the SOP's and update processes and/or any other project that may be required.
- Generate monthly reports and deliver them as expected in terms of time and quality.
- Comply with all the account KPI's and SLA's defined by the client.
- Work and comply with the established guidelines for the management of personal data and company information.
Skills and Experience:
- Experience in a shared service center, preferably in an HR services environment
- English-Spanish Language (oral and written 90% or higher) (C1 or above)
- The incumbent will adjust its schedule based on the account needs.
- High school diploma
- Advanced bachelor studies in Business Administration, Human Resources, Social Sciences or related field.
- Proficient with ServiceNow and Workday or SuccessFactors.
- Ability to work independently in a fast-paced environment and to handle multiple, competing priorities
- Minimum 2 years of experience in customer service
- Minimum 2 years of experience in Back Office environment and/or human resources areas.
- High critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, as well as the decomposition of high-level information into details.
- Excellent interpersonal relationships and a positive attitude when working effectively with team members and collaborating with other teams.
- The ability to deal with highly personal and confidential information is essential.
- Strong written and oral communication skills, as appropriate to the needs of the audience.
- Excellent customer service and having the ability to be a business partner with customers.
- Self-management of time in support of business needs.
- Ability to work well under pressure.
- Ability to adhere to all organizational policies and procedures.
- Willingness to embrace challenge and complexity in a fast-paced environment.
- Active and strategic learning: understanding the implications of new information for current and future problem solving and decision making as well as selecting and using appropriate training/instructional methods and procedures for the situation when learning or teaching new things.