HR Analyst I

Title: HR Analyst I

Location: Detroit, MI

The HR Analyst will report to the HR Employee Care Manager and will provide Tier 1 support for multiple Human Resources services, including talent acquisition, learning, leaves of absence, workforce administration, and U.S. benefits administration. The HR Analyst will provide an exceptional customer experience, 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 HR programs and the resolution of supplier-escalated calls from employees.

Job Duties:

Serve as primary contact for Tier 1 inquiries and requests that come through chat or via a case management tool; ensure responses align to established SLAs and KPIs

Keep accurate documentation of case and chat interactions

Delight our customers by providing accurate, personalized, and comprehensive responses or by politely redirecting non-Tier 1 requests

Facilitate delivery of HR Employee Care services to employees and managers, directly and through our Managed Service Provider (MSP)

Execute day-to-day 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 Experience Job Qualifications:

Strong customer-service orientation

Experience with case management and/or chat support systems

Solid oral and written communication skills to frame communications for key customer groups as well as focus on customer care to provide a positive and quality experience

Ability to identify trends and pro-actively address customer s needs and resolve issues

Strong time management, organizational, and listening skills, as well as the emotional intelligence to de-escalate and resolve issues

Strong analytical and decision-making skills, including the ability to navigate within and across teams

Strong Excel skills, including Pivot Tables and VLOOKUPs preferred

A minimum of a Bachelor's Degree in HR, Business Administration, or other related field preferred If you're interested in this job opportunity, please apply to this job posting directly or email a copy of your resume to Devon Apel at !