Workflow Analyst
Hybrid · Bengaluru, Karnataka, India
Job Summary
Workflow Analyst responsible for analyzing and optimizing the Service Center workflow. Key duties include triaging and routing inquiries, conducting trend analyses on case volumes, identifying process-improvement opportunities, contributing to automation and self-service capabilities, and delivering presentations that convey opportunities to enhance customer experience and operational efficiency. Requires experience with case-management processes, HR policies, payroll/benefits knowledge, and strong communication skills to support senior management and cross-functional teams. Hybrid role based in Bengaluru, India with a focus on improving workload forecasting and knowledgebase content.
Required Qualifications
- Bachelor’s degree or equivalent work experience
- 4+ years of relevant experience in customer service, call center, or HR-related roles
- Experience with HR policies and procedures or other relevant HR areas of expertise (i.e., Compensation, Benefits, Payroll, Talent Management, Recruiting)
- Advanced knowledge of Case Management systems (Preferred ServiceNow)
- Superior customer service orientation with excellent problem-solving skills
- Ability to interact and partner with senior management
- Excellent verbal and written communication skills
- Proficient in MS Office applications
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