HR Services Analyst
On-siteBarranquilla, Atlántico, Colombia
Job Summary
Deliver first-contact resolution by professionally handling high-volume inbound calls across phone, email, chat, and text channels. Identify customer and worksite employee needs, research issues, and provide solutions while adhering to specific communication guidelines and escalation protocols. Maintain required documentation within applicable systems and meet all agent KPIs including call efficiency, quality, quantity, and NPS scores. Communicate conversations through note-taking and shorthand, ensuring confidentiality with sensitive material. Adjust local schedule with resources during Daylight Savings time changes in the USA Central Time Zone.
Required Qualifications
- English –Spanish Language (Oral and writing 90 % or higher) (C1 or above)
- 2-3 years of prior Customer Service- Call Center oriented role
- Must work well independently as well as a functional team member
- Must have a high school diploma
- Excellent computer skills and high proficiency in MS Office Suite
- The ability to effectively handle multiple assignments
- Excellent verbal and written communication skills
- demonstrated active listening skills
- Must possess excellent Communication skills and Involvement
- Good presentation and a polite, tactful, and friendly character
- Ability to interact with customers and all levels of internal personnel
- Attention to detail
- Project an energetic attitude, warm welcome and positive image over the phone and similar channels
- Adhere to attendance and punctuality standards
- Work additional hours on as needed basis
- Adapt to change and meet the changing demands of the work environment
- Organizational, analytical, and problem-solving skills
- Must be able to communicate conversations through note taking and shorthand
- Must be able to maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients
- Must attend all customer service and performance-related scheduled meetings as required
- The Senior HR Services Analyst will adjust its local schedule with resources supporting this position during Daylight Savings time changes in the USA Central Time Zone
Desired Qualifications
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment
- Familiarity with HRIS and Ticketing Systems
- Experience in one of the following fields: Human Resources, Benefits, and/or Payroll
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