HR Service Delivery Analyst

Job Description

Skill required: Employee Services - Employee and Labor Relations Designation: HR Service Delivery Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? Job Responsibilities / Authorities Manage and Inspire Team Results Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone) Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors Perform RCA on service issues / complaints Assist in handling customer calls when calls are in queue. Identify training needs for team and individuals through monitoring, escalations and desk reviews. Work with Supervisors to develop specific job aides as needs arise. Provide floor Support Report results to management Maintain BE related documents for the team Manage escalation calls Will need to be working on calls/emails as and when needed Recognize and reward positive behavior, results, etc. Motivate and inspire continuous improvementsUnique Knowledge & Skill Requirement Hands-on experience with Ticket tracking tools like SNOW, SIEBEL, WQM, ASKHR Hands on knowledge in CISCO telephony management Hands on knowledge on ERP like SAP, Oracle, Peoplesoft or Success factors Working knowledge of payroll systems (e.g. Oracle, Kronos) Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) Sound knowledge of US & UK Labor legislation Laws Knowledge of Applicant Tracking Systems like ATAS/Red Carpet/Taleo/Workday Excellent verbal and written communication skills Typing speed – 50 words per minuteEmployment and Labor Law encompasses the relationships among unions, employers, and employees. Labor laws grant employees in certain sectors the right to unionize and allow employers and employees to engage in certain workplace-related activities in order to further their demands for changes in the employer-employee relationship. Employment law, on the other hand, is defined more broadly as the negotiated relationships between employers and employees. What are we looking for? SAP Experience Adaptable and flexible Problem-solving skills Agility for quick learning Written and verbal communicationPersonal Attributes Strong Customer Service and communication skills (both written & verbal). Ability to work in a fast paced, confidential, time sensitive environment and have excellent organizational and follow up skills. Prior call center experience a plus Technically sound with the ability to navigate multiple systems to research, track and resolve issues. Ability to troubleshoot technologies available to users. Possess strong problem solving, conflict resolution and decision-making skills. High sense of urgency required. Ability to handle difficult situations with professionalism and sensitivity. Flexible to work night/rotational shifts and weekends. Ability to speak English fluently. Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation