Customer Contact Comms Senior Analyst
Core
Senior HR analyst in an airline contact center managing high-volume employee queries and lifecycle transactions.
Role type
Senior IC HR Service Delivery Analyst
Builds
HR support services for airline employees
Domain
Aviation / HR Shared Services
Deliverable
dashboards & analysis
Required skills
HR contact center operations, service level agreement management, employee lifecycle administration, APAC employment regulations, HRIS systems, case management tools, data privacy compliance
Preferred skills
Airline/aviation industry experience, unionized workforce management, operational disruption support
Technologies
Workday, SAP, SuccessFactors, ServiceNow, Zendesk
Responsibilities
Handle high-volume HR queries via calls, chat, and portal for airline employees; Manage employee lifecycle queries including onboarding, payroll, leave, and contracts; Ensure compliance with Fair Work Act, Modern Awards, and Enterprise Bargaining Agreements; Support HR operations during flight disruptions and crew shortages; Identify query trends and drive process improvements; Maintain accuracy in HR systems and case management tools.
Seniority
Senior, hands-on IC