Human Resources Contact Center Analyst

**BAT is evolving at pace - truly like no other organization.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**GBS COSTA RICA IS LOOKING FOR A HUMAN RESOURCES CONTACT CENTER ANALYST (French)**

**SENIORITY LEVEL**:Non-management

**SALARY RANGE**:Competitive salary Excellent benefits

**SUB FUNCTION**:GBS - Human Resources

**LOCATION**:Heredia, CR

**ROLE POSITIONING AND OBJECTIVES**

Being the first point of contact for the employees of the company when they call or raise a ticket to GBS, providing the correct guide and information for them, according to the KPIs and company policies; with a good customer service orientation.

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Handle incoming calls and resolve tickets from end users to address their inquiries efficiently, according to the established Key Performance Indicators (KPIs).
- Record all interactions with end users in the system, as per the established processes.
- Troubleshoot end user issues and offer guidance and assistance as needed. Redirect cases to the appropriate resolver groups when necessary.
- Process tickets with a commitment to delivering high-quality service, consistently adhering to the BAT Standards and procedures.
- Maintain updated records to fulfill audit requirements and ensure compliance with relevant standards and regulations.
- Ensure adherence to established operating procedures, both on a global and local scale, to maintain consistency and efficiency across processes.
- Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient, and quality service is consistently provided to customers.
- Managing reports and sensitive data with a focus on confidentiality, security, and adherence to data protection protocols.
- Cultivating positive relationships with key stakeholders to foster collaboration and support organizational objectives.

**ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE**
- Bachelor’s Degree (or currently studying) in Business Administration, Accounting, Human Resources, or related fields.
- MS Office - Medium / advanced level.
- English - at least B2.
- 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.
- 2 or more years of experience in similar roles
- Must have proven ability to work in high-pressure, fast-paced environment.
- Dealing with SLA and working with KPIs

**BENEFICIAL**
- SuccessFactors Knowledge
- Service Now Knowledge
- Genesys system Knowledge
- French (intermediate) or Portuguese Knowledge (intermediate)

**WE ARE BAT**

At BAT, we are committed to our Purpose of crafting A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building special capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most balanced companies

**BELONGING, ACHIEVING, TOGETHER**

Collaboration, diversity, and partnership underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference