Kota seeks a People leader to establish internal HR functions while engaging externally with customers. Focused on strategy, performance, and benefits for a modern workforce.
About the role
- HR & Administration Analyst managing employee inquiries using HR systems in Warsaw. Collaborating with teams to ensure high quality customer service and adherence to HR processes.
Responsibilities
- Resolve inquiries through business Tickets regarding HR Programs, Policies, Processes and Systems using available internal resources such as Instructions, FAQs, policies and desktop procedures in WorkDay and ServiceNow.
- Navigate Customers (Associates, Managers and HR Business Partners) on how to use HR Operational systems (Workday/SNOW) and applicable processes to drive self-service adoption.
- Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs. Be able to handle crucial conversations with Customers not willing to adhere to the agreed roles & responsibilities or unsatisfied with processes and services offered.
- Prioritize work according to agreed Targets to achieve SLAs (Meet agreed timeline) , CSAT ( High Customer Satisfaction rating & Agreed Service Results), Minimize Customer Escalations, Response to all Calls and Chat.
- Collaborate with other team members in case resolution to meet performance metrics. (including data quality and integrations issues)
- Monitor case resolution and provide service user with status updates and/or a possible workaround until the issue is resolved.
- Maintain operational documents used to perform daily tasks, ensure knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.
- Understanding of End-to-End HR process and communicate any gaps or areas to improve.
- Ability to identify root cause of escalated service owned by Junior Analyst.
- Ensure the confidentiality, accuracy and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.
Requirements
- Bachelor’s Degree or equivalent, preferably in HR, Communications, and/or Business.
- 1 or more years of general HR experience preferred previous experience in Shared Services/Call Center environment is an advantage.
- Familiarity with HR processes and practices.
- Ability to navigate with proficiency across various HR Systems (i.e., WorkDay & ServiceNow) and deliver high quality customer service while managing high volume of inquiries and services.
- Ability to follow standard procedures and without variation.
- Demonstrated problem solving and conflict management skills with the ability to deliver high quality customer service while maintaining a positive and professional manner.
- Ability to prioritize multiple tasks in fast-paced environment with strong organization and time management skills.
- Ability to handle and maintain confidential and sensitive information.
- Strong oral and written communication skills in English.
- Additional Spanish or Portuguese language skills (oral and written) will be an advantage.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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