HR Services Analyst

The primary purpose of this role is to serve as the first point of contact for associates seeking support through the Open-Door team. The role involves addressing general inquiries related to portal navigation, the Open-Door program, and HR policies and procedures, using an online knowledge base for guidance. Additionally, this position performs administrative tasks to support Open-Door processes, utilizes a case management tool to track requests, and escalates or transfers cases to appropriate parties when necessary.

• Serve as the first point of contact through various interaction channels (phone, email, text, chat, or paper-based) for current and former Lowe’s employees.
• Address inquiries related to portal navigation, the Open-Door Program, and HR policies and procedures, leveraging an online knowledge base for guidance.
• Use a case management tool to record and manage requests; assist other service center employees with case-related tasks such as opening, recording, processing, or closing cases.
• Escalate complex or confidential inquiries/requests to the Supervisor or Manager when necessary.
• Ensure all information is complete, accurate, and approved by the appropriate superior.
• Perform intake, sorting, tracking, and distribution of documents received at the service center (e.g., mail) and complete other assigned duties.
• Assist with basic transactions in accordance with established procedures, policies, and directions.
• Support Senior Representatives, Supervisors, and Managers with daily tasks and team guidance on procedures, policies, and requirements.
• Collaborate with the HR Supervisor to establish and enhance HR procedures and processing methods to meet production and performance objectives efficiently.
• Help the HR Supervisor monitor and evaluate HR transaction workflows and volume to ensure production and performance goals are achieved.

• English level: B2+ (advanced intermediate) required.
• Contact center experience: Previous experience working in a high-volume contact center environment.
• Technical skills: Proficiency in computer skills and related experience.
• Communication skills: Strong verbal and written communication abilities.