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HR Shared Services Analyst Partner Contact Center
Skills
Active ListeningBrewingCase ManagementCoachingContact CentersCritical ThinkingEmployee Relations
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience working in customer service and or a call center environment
- Experience researching analyzing and problem solving in a fast-paced environment
- Experience coaching or leading others
- Case management experience
- Continuous improvement experience
- Human resources experience or education
- Bachelor’s degree preferred
Nice to have
- Continuous improvement
- Human resources
- Leadership
Day to day
- Answers a high volume of complex inbound calls in a fast-paced environment while delivering quality service and creating a positive partner experience
- Applies critical thinking and active listening skills to effectively diagnose callers’ needs and to determine key details to document in the case management tool
- Communicates policies and processes and provides information in response to partner inquiries
- Utilizes multiple systems to research troubleshoot and provide issue resolution
- Acts as an escalation point of contact to resolve critical and complex partner resource concerns