Contact Center Analyst (HR) - Chicago, IL

Job description

A mutually rewarding experience.

Work. Realize your ambitions. And realize there's more to being in business than just making a profit. That's the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet. What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it's never just about a single person, a single project or a single brand. It's about how you can grab everything that's within your reach here and use it to pursue mutual, long-term gain. It's about having ideas. And ideals. Being prepared to risk failure because the promise of success means we'll all be a little better off. It's that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world's best-loved brands: M&M's®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN'S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

*Mars Global Services is seeking a Contact Center Analyst located in Chicago, IL*

Job Purpose/Overview:

This role serves as the first point of contact with associates, responsible for resolving queries and providing guidance, and is under the direct supervision of the Contact Center Supervisor.

Key Responsibilities:

• Troubleshoot and resolve routine Human Resources (HR) inquiries or issues (e.g. programs, policies, practices and tools) using appropriate resources and follow-up accordingly in a timely manner including managing appropriate documentation
• Use the Key Moves as the guide to partner with customers
• Resolve issues while projecting and maintaining a professional customer service attitude
• Work closely with the Contact Center Supervisor to escalate cases and sufficiently address customer needs
• Demonstrate customer understanding through resolution ownership and anticipating needs
• Develop and maintain working knowledge of guidelines, program procedures and systems

Scope:

• Resolve requests through various intake channels or the Direct Access Portal using standard scripts, FAQs, policy manuals, HR issue knowledge base, desktop procedures and other reference materials
• Proactively follow-up on customer inquiries not immediately resolved and retain ownership of requests escalated to vendors
• Continuously build breadth and depth knowledge to solve customer inquiries in a variety of areas including: iTMS (Performance, Talent Acquisition, Learning, Rewards), Direct Access Portal, general employment inquiries (e.g. workplace questions, policies, procedures, practices, documentation)
• Understand to whom complex inquiries/requests should be routed or escalated and escalate complex issues/inquires to Functional Specialists
• Abide by documented customer service guidelines when handling customer inquiries by maintaining privacy, confidentiality and security policies that focus on providing exceptional service
• Collect and validate complete data required to process manual personal associate and organizational transactions and escalates the completed data to Transaction Center for processing
• Educate associates on the use of Direct Access portal and other HR offerings e.g. programs, policies, practices and tools
• Continuously look for areas of improvement and communicate suggestions to managers as appropriate
• Provide informal guidance, support and coaching to newer team members.

Skills:

• Familiarity with HR processes and practices
• Ability to navigate computerized data entry system or other relevant applications
• Ability to follow standard procedures and scripts without variation
• Demonstrated problem solving and conflict management skills with the ability to maintain a positive and professional composure
• Ability to prioritize multiple tasks in a fast-paced environment with strong organization and time management skills
• Strong oral communication skills
• Strong listening skills
• Ability to consistently deliver high quality customer service in a professional manner

Qualifications:

• Associate's Degree + experience or Bachelor's Degree

• 1 or more years of general HR experience preferred
• 1 or more years of call center experience preferred

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Nearest Major Market: Chicago
Job Segment: HR, Call Center, Data Entry, Recruiting, Human Resources, Customer Service, Administrative