HR Services Analyst - Chat Support

The HR Services Analyst is a service-focused individual contributor responsible for delivering superior customer service and providing quality and timely information to current and former associates (throughout their employment journey or lifecycle) regarding their general HR inquiries through HR chat support. This role will perform administrative tasks in support of service center processes, as well as leverage case management for tracking requests and chat interactions, referencing the knowledge base for information. It may transfer or escalate inquiries that cannot be resolved through chat.

The HR Services Analyst will serve as a subject matter expert and mentor for the global HR Services team with regard to knowledge, HR practices, training, and regulations as related to the processing of HR transactions. This role is required to have a deep and broad level of knowledge of HR transactions, respond to and manage chat conversations simultaneously, and have the ability to multitask, prioritize responsibilities, and demonstrate flexibility in a productivity-focused, high-volume chat support and fast-paced environment. Strong written communication skills are essential to effectively understand associate inquiries, provide clear and accurate information, and resolve requests through chat. In addition, this role must adhere to strict confidentiality practices.

• Serve as subject matter expert for HR related inquiries through multiple case management channels.
• Maintain a polite, helpful, and professional manner always.
• Provide superior customer service when responding to HR questions regarding payroll, policy, compliance, and other HR inquiries across the organization.
• Assist global HR Service partners with complicated or sensitive tasks, providing knowledge transfer where possible.
• Serve as an escalation point of contact for global HR Service partners working to resolve portal navigation and HR/Payroll policies and procedures issues.
• Field specialized inquiries within the Global HR Services team based on the service level agreement.
• May seek guidance or transfer for more complex and/or confidential inquiries.
• Assure information is complete, accurate, and approved by leadership.
• Perform intake, sort, track, and distribute electronic documents that may be received, and other duties as assigned.
• Identify common problems and escalate them to leadership, along with possible suggestions for improvement, where possible.
• Obtain and share associate feedback with leadership to ensure services continually improve
• Respect associate confidentiality always.
• Assist with transactions and other responsibilities as assigned according to proper procedure, policy, and direction.
• Participate in audits to uncover opportunities for training peer global HR Service partners and enhancing the knowledge base.
• Participate in audits in support of driving compliance and accountability
• Assist leadership with establishing and improving upon defined HR procedures and processing methods to meet production and performance goals efficiently and accurately.
• Assist with monitoring and evaluating HR transaction workflow.

Required Skills and Experience:

• 1–2 years of experience in Customer Service and/or Human Resources (HR experience strongly preferred)
• Strong computer skills
• Excellent verbal and written communication skills
  
  
  

Preferred Skills and Experience:

• Experience with case management tools
• Experience managing Chat platforms and Microsoft Outlook