HR Services Analyst

at  Auxis

Job Summary:
The primary purpose of this role is to act as the first point of contact for an associate calling
the Open-Door Support team. Answers general questions regarding portal navigation, the Open-Door program and HR policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of open-door processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the team.

Responsibilities:

• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe’s employees, regarding questions related to portal navigation, the Open-Door Program and HR policies and procedures.
• Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals.
• Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals.

Skills and Experience:
Experience working in a high-volume contact center environment
Computer skills and experience
Demonstrated verbal and written communication skill

• Serve as a first point-of-contact through telephonic, electronic (email, text, chat), or paper-based interaction channels for current and former Lowe’s employees, regarding questions related to portal navigation, the Open-Door Program and HR policies and procedures.
• Answers general questions regarding portal navigation, the Open-Door Program and HR policies and procedures, referring to an online knowledge base for information and guidance.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals.
• Assist the HR supervisor with monitoring and evaluating HR transaction work flow and volume in order to meet production and performance goals