Customer Contact Comms Analyst
Core
Manage HR service delivery processes, resolve voice helpdesk tickets, and provide floor support for customer service associates.
Role type
Senior IC HR Service Delivery Analyst (Voice)
Builds
HR service operations and voice support workflows for APAC clients
Domain
Human Resources / Business Process Outsourcing (BPO)
Required skills
HR operations, voice helpdesk support, ticket tracking tools (Zendesk, ServiceNow, Salesforce), Workday, payroll systems (WDP, SAP, Kronos), APAC labor laws, root cause analysis, team coaching, call queue management
Preferred skills
International BPO experience, APAC client experience, flexible shift availability
Technologies
Zendesk, ServiceNow, Salesforce, Workday, SAP, Kronos, Microsoft Office
Responsibilities
Manage schedule adherence for self and team, partner with supervisors for performance coaching, perform root cause analysis on service issues, assist in handling customer calls, identify training needs, provide floor support, manage escalation calls, report results to management
Seniority
Mid-level, hands-on IC
