HRSC Contact Analyst

Company Name:
Koch Davis
Under general supervision, the contact analyst handles moderate to complex employee questions and requests by responding to incoming employee calls and processing requested changes within a single area of specialty in one of the following human resources programs. Within area of human resources specialty responds to incoming employee calls and processes moderate to complex changes and other related transactions. Retrieves, enters and processes employee related data utilizing windows-based HR information systems. The individual escalates complex issues to appropriate resources to ensure resolution. Identifies, investigates and communicates service issues to appropriate parties to ensure they are resolved in a timely manner. Modifies call interactions and transaction procedures as needed in collaboration with quality assurance, training and team management. The incumbent is responsible for remaining current on content and processes. Performs other related duties as assigned by management.
Minimum three to five years of experience in a call center environment required. Minimum of two years in HR with general content knowledge in one or more of the following areas: payroll, benefits, worker compensation, leaves of absences, union guidelines and/or general HR required. Ability to prioritize, problem-solve and apply critical thinking skills required. Ability to interact effectively with all levels of employees required. Strong interpersonal, verbal and written communication skills with a customer service focus required.
High school diploma/GED or equivalent experience required.
The client is an integrated managed care organization in the United States.

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