Overview

Job Location:
CHL Santiago – Chile Shared Service Center

Job Description Summary

The CIC analyst is responsible to work with the BD Associates on the day to day coordinating and providing information that is safe, timely, effective, efficient, equitable, and client-centered. Handling case assignments, provide system navigation to policy and plans, review case progress and determine case closure. The Analyst is responsible to achieve highest level of customer satisfaction, effectiveness and efficiencies through close monitoring case progression and communications with the Associates.

Job Description

  • Process Associate Service Center (ASC) Support interactions from customers via case; chat, email and telephone. Manage general inquiries, feedback or notification of incidents using call scripts, knowledge base and available resources to provide appropriate responses
  • Responsible for the day-to-day management of HR operations, which means that they manage the communication of the policies, procedures and programs of the company to Associate on a need to know basis
  • Document issues and identify appropriate actions to resolve inquiries regarding processes as outlined within the Americas ASC guidelines and procedures
  • Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools, system navigation and the knowledge management portal
  • Excellent communication skills are a pre-requisite for a Analyst as you will be dealing with employees on every level
  • Build customer relationships throughout the operations supported by the Americas ASC
  • Able to analyze and present information in such a way that is understood by everyone within the organization at all job levels
  • Personally ensure that questions, requests, issues, and events involving senior executives (Job Group 8 Job Group 9) are resolved in an expedited manner with minimal time and involvement needed by the leader.
  • Own the overall accountability for delivering services, meeting service level agreements (SLAs) and providing continuous improvement in the areas of:
  • Contact center support for Tiers 1 and 2 case resolution
  • Process and transaction services supporting the execution of HR and payroll processing
  • Workday production support and operational efficiency
  • Engagement in difficult executional challenges

Primary Work Location

CHL Santiago – Chile Shared Service Center

Additional Locations

Work Shift