HR Analyst V

Charlotte, NC 28202

Posted: 05/09/2024 Category: Information Technology Job Number: 121451

Job Description

Title: HR Analyst V

Location: Charlotte, NC (Hybrid)

In this role, the HR Analyst will report to a HR Employee Care Manager and provide Tier 1 support for multiple Human Resources services including, but not limited to, talent acquisition, learning, leaves of absence, workforce administration, and U.S. benefits administration. Providing an exceptional customer experience and delighting our customer groups (employees, managers, HR, recruiters, and Learning Coordinators), this role is also responsible for the day-to-day administration of Tier 1 processes and internal HR programs, including the resolution of supplier-escalated calls from employees. The HR Analyst will facilitate delivery of HR Employee Care services to employees and managers, both directly and through our Managed Service Provider (MSP).

Job Duties:

• Serve as the primary contact for Tier 1 inquiries and requests that come through chat or via case management tools; ensure responses align to established SLAs and KPIs
• Keep accurate documentation of cases and chat interactions
• Delight our customers by providing accurate, personalized, and comprehensive responses, or by politely redirecting non-Tier 1 requests to appropriate channels
• Execute day-to-day operational processes per established procedures and quality guidelines while prioritizing work to meet established goals and metrics (timeliness, quality, and customer satisfaction)
• Maintain Standard Operating Procedures and Knowledge Articles, and generate standard reports requests
• Identify problems, resolve issues, and identify various solution options while empowering customers through education of self-service capabilities
• Provide operational and administrative support for special projects, as needed
• Apply relevant regulations, policies, and procedures to business issues and day-to-day responsibilities
• Call attention to risks and challenges to proactively remediate any issues and assist in continuous process improvement activities to refine HR services and employee experiences

Job Qualifications:

• 3+ years of experience in HR or Payroll Operations within a shared services function, including SOX and HR Risk Management; experience administering benefits/leaves of absence preferred
• Strong customer service orientation; prior experience providing customer support through a phone system, online chat, case management system, or technical ticketing program
• Strong Excel skills, including Pivot Tables and VLOOKUP’s
• Strong time management, organization, and listening skills, as well as emotional intelligence to de-escalate and resolve issues
• Solid oral and written communication skills to frame communications for key customer groups, as well as a focus on customer care to provide a positive and quality experiences
• Ability to identify trends and proactively address customer’s needs and resolve issues
• Strong analytical and decision-making skills, including the ability to navigate within and across teams
• Experience with Workday HCM or other HCM platforms preferred
• Experience with ServiceNow preferred
• Bachelor's Degree in HR, Business Administration, or other related field; PHR Certification preferred

If you're interested in this job opportunity, please apply to this job posting directly, or email a copy of your resume to Devon Apel at!
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