P&O Contact Center Analyst B3-I

JOB SPECIFICATION

P&O Contact Center Analyst B3-I

1. Job Purpose

To provide first-line People & Organization (P&O) support to Associates, Line Managers, and P&O Business Partners across multiple countries. The role focuses on delivering high-quality customer service, resolving HR-related queries, processing transactions, and guiding users through HR policies, procedures, and digital tools, including Workday and ServiceNow.

2. Key Responsibilities

Customer Service and Stakeholder Support

• Handle a high volume of inquiries through phone, webchat, email, and ticketing systems.

• Manage multiple communication channels simultaneously while maintaining service quality and accuracy.

• Provide professional and effective support to Associates and stakeholders across different countries.

• Resolve customer issues and manage challenging interactions with empathy and professionalism.

• Educate users on HR policies, procedures, applications, and self-service solutions.

• Monitor open cases and provide proactive updates to ensure timely resolution.

HR Operations and Case Management

• Resolve HR-related queries using internal systems, knowledge bases, and documented procedures.

• Process HR transactions and administrative requests accurately and efficiently.

• Maintain complete and accurate case records and ensure appropriate documentation.

• Escalate complex or sensitive cases to the relevant teams when required.

• Support additional HR administrative activities during periods of lower contact volume.

• Operational Excellence and Performance

• Manage daily workloads to meet established service-level agreements (SLAs), customer satisfaction (CSAT) targets, and productivity objectives.

• Prioritize tasks effectively in a fast-paced, high-volume environment.

• Identify recurring issues and contribute to root cause analysis and continuous improvement initiatives.

• Collaborate with colleagues and specialist support teams to resolve complex cases.

• Ensure consistent service delivery and compliance with established operational standards.

Data Protection and Compliance

• Handle confidential employee information responsibly and securely.

• Comply with GDPR and internal data protection policies.

• Follow established procedures, controls, and documentation standards.

3. Qualifications and Experience

• Bachelor's degree or equivalent professional experience, preferably in Business, Communications, Human Resources, or Customer Service.

• At least one year of experience in a contact center, customer support, or shared services environment.

• Experience handling customer inquiries via phone, chat, email, and ticketing systems.

• Ability to navigate multiple systems, including CRM tools, case management platforms, and internal databases.

• Fluency in Polish at a native level.

• English proficiency at C1 level.

• Fluency in at least one additional language: French, German, or Dutch.

4. Skills and Competencies

• Strong customer service orientation and stakeholder management skills.

• Excellent verbal and written communication skills.

• Active listening, problem-solving, and analytical thinking.

• Conflict resolution and the ability to handle dissatisfied customers professionally.

• Strong organizational skills and effective time management.

• Attention to detail and accuracy when processing repetitive tasks.

• Ability to work under pressure and manage competing priorities.

• Adaptability and the ability to learn new systems and processes.

• Teamwork and effective cross-functional collaboration.

• Discretion and accountability when handling confidential information.

5. Working Environment

• High-volume, multi-channel customer support environment.

• Approximately 5–6 hours per day spent on live customer interactions, with flexibility depending on business needs.

• Support for stakeholders across multiple countries and regions.

• Work performed within established procedures and with a moderate degree of supervision.

• A combination of customer-facing activities, case management, and HR administrative tasks.

6. Key Performance Indicators (KPIs)

• Service Level Agreement (SLA): Timeliness of responses and case resolution.

• Customer Satisfaction (CSAT): Satisfaction levels among internal customers.

• First Contact Resolution (FCR): Percentage of inquiries resolved during the initial interaction.

• Productivity: Volume and efficiency of handled contacts and processed cases.

• Quality and Accuracy: Compliance with service standards and accuracy of case documentation.

• Compliance: Adherence to internal procedures, confidentiality requirements, and GDPR.