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Auxis is a forward-thinking organization that values excellence in human resources services. Our team of experts provides top-notch support to employees, ensuring seamless interactions and efficient resolutions.
Job SummaryThe HR Services Analyst will be responsible for delivering exceptional customer service, addressing employee inquiries, and providing timely responses to their requests. This role involves working closely with the HR Services Center team to provide support, guidance, and resolution to HR-related issues.
Responsibilities- Provide initial contact for employee and manager inquiries, ensuring prompt and accurate responses.
- Handle incoming calls and address them correctly during regular shifts, resolving cases directly or assigning them to relevant teams.
- Deliver precise and timely HR administration support to internal stakeholders, adhering to HR procedures and processes.
- Process assigned cases through the case management system, covering all lifecycle steps and phases.
- Comply with scheduled hours of operation and adapt to changing priorities.
- Assist employees in navigating employee resources, focusing on promoting self-service capabilities.
- Support tasks beyond core responsibilities, including vacation coverage, permits, emergencies, and other unexpected situations.
- Foster employee knowledge of self-service tools and facilitate their adoption.
- Support new processes as required by clients within our scope of services.
- Maintain documentation of SOPs and update processes as needed.
- Generate monthly reports and deliver them on time, meeting quality standards.
- Adhere to client-defined KPIs and SLAs.
- Ensure compliance with established guidelines for personal data management and company information protection.
- Experience in a shared service center, preferably in an HR services environment.
- Bilingual English-Spanish proficiency (oral and written) at a C1 level or above.
- Availability to adjust schedules based on account needs.
- High school diploma or equivalent.
- Advanced bachelor's studies in Business Administration, Human Resources, Social Sciences, or related fields.
- Proficiency in ServiceNow and Workday or SuccessFactors.
- Ability to work independently in fast-paced environments and handle multiple priorities.
- Minimum 2 years of experience in customer service and Back Office settings or human resources areas.
- Strong critical thinking skills, including high-level information decomposition.
- Excellent interpersonal relationships and positive attitude when collaborating with teams.
- Ability to manage confidential and personal information effectively.
- Strong written and oral communication skills tailored to audience needs.
- Exemplary customer service skills and ability to partner with customers.
- Self-management of time in support of business goals.
- Ability to work well under pressure.
- Adherence to organizational policies and procedures.
- Willingness to embrace challenges and complexity in dynamic environments.
- Active and strategic learning abilities, including selecting training methods for situation-specific learning.
