Talent Acquisition Business Analyst for Global Support

hace 2 días


San Francisco, Heredia, Costa Rica British American Tobacco A tiempo completo
Job Overview

We are seeking a highly skilled and experienced Talent Acquisition Business Analyst to join our Global Support team.

Key Responsibilities:
  • Provide exceptional customer service by handling incoming calls and resolving tickets efficiently, adhering to established Key Performance Indicators (KPIs).
  • Record all interactions with end users in the system, maintaining accurate and up-to-date records to fulfill audit requirements.
  • Troubleshoot end user issues, offer guidance and assistance as needed, and redirect cases to the appropriate resolver groups when necessary.
  • Maintain updated records to ensure compliance with relevant standards and regulations, and adhere to established operating procedures on a global and local scale.
  • Monitor performance against service standards, established SLAs, and KPIs to provide a professional, efficient, and quality service to customers.
  • Manage reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
Requirements:
  • Bachelor's Degree in Business Administration, Accounting, Human Resources, or related fields.
  • Medium to advanced level of MS Office skills.
  • English proficiency at least B2 level.
  • Experience with MS Office tools and data manipulation tools, Excel, or another database etc.
  • Good communication skills and excellent customer service.
  • Experience with telephony systems.
  • Team player, proactive, open to feedback.
  • Highly organized and strong analytical skills.
  • At least 2 years of experience in similar roles.
Nice to Have:
  • SuccessFactors Knowledge.
  • Service Now Knowledge.
  • Genesys system Knowledge.
  • French or Portuguese language knowledge at intermediate level.
About Us

At BAT, we are committed to our Purpose of crafting A Better Tomorrow. This drives our people and passion for innovation. We strive to be a global top employer with a diverse and inclusive workplace culture, fostering collaboration, diversity, and partnership underpinning everything we do.



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