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HR Help Desk Analyst
hace 3 semanas
Job Summary:
The HR Help Desk Analyst will provide professional customer service support, both individually and as part of a project team, with a focus on assisting BAT employees with their HHRR inquiries and needs offering high levels of customer satisfaction and efficiency. The HR Help Desk Analyst will work as a support for the HR Help Desk Team Lead as a customer interface for trouble calls; providing support, direction and HHRR inquiries resolution based on the assigned tasks and the team responsibilities. Also, the HR Analyst will work on continues improvement and will recommend and suggest process improvements to help account success.
**Responsibilities**:
- Handles inbound calls and tickets to/from BAT users.
- Will work with Support Areas to resolve user inquiries.
- Will be assigned to a weekly task but will need to support the other responsibilities as needed.
- Will support with continues improvement.
- Will support and help on Process documentation.
- Will comply with the assigned schedule to cover the hours of operation.
- Will comply with the account KPIs with an average of 95% or above.
Skills and Experience:
- English-Spanish-Portuguese Language (Oral and writing 90% or higher) (C1 level in English).
- The resource will adjust its schedule based on the account needs.
- High School Diploma.
- Advanced technical studies in Business Administration, Human Resources, Social Sciences or related fields.
- Proficient in Excel.
- Knowledge in SAP, Cherwell and/or Success Factor (Is a plus)
- Strong experience in Customer Service.
- At least 1 year of experience in Back Office and/or HHRR.
- A genuine interest in working with and helping customers.
- Competent with communication tools, such as Lotus Notes, Skype, Cisco.
- High critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems, as well as the decomposition of high-level information into details.
- Excellent interpersonal relationships and a positive attitude when working effectively with team members and collaborating with other teams.
- Ability to deal with highly personal and confidential information is essential.
- Strong written and oral communication skills, as appropriate to the needs of the audience.
- Excellent customer service and having the ability to be a business partner with customers.
- Self-management of time in support of business needs.
- Ability to work well under pressure.
- Ability to adhere to all organizational policies and procedures.
- Willingness to embrace challenge and complexity in a fast-paced environment.
- Active and strategic learning: understand the implications of new information for solving current and future problems and decision-making, as well as the selection and use of appropriate training/instruction methods and procedures for the situation when learning or teaching new things.
