Human Resources Analyst Jobs

Title: HR Analyst V

Location: Charlotte, NC (3-days onsite, 2-days remote Hybrid Model)

The HR Analyst will provide Tier 1 support for multiple Human Resources services, including 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 day-to-day administration of Tier 1 processes and internal Ally HR programs, and the resolution of supplier-escalated calls from employees. This role will facilitate delivery of HR Employee Care Services to employees and managers directly 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:

• 1+ year(s) of experience in HR or within a shared HR Services/Operations environment

• Strong Excel skills, including Pivot Tables, advanced functions, VLOOKUP’s, etc.

• Experience with Workday HCM

• Experience with ServiceNow

• Strong customer service orientation; prior experience providing customer support through a phone system, online chat, case management system, or technical ticketing program preferred

• Bachelor's Degree in HR, Business Administration, or other related field preferred