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People and Operation Contact Center Analyst B3-I
Infotree Global Solutions
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 28
About this role
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. Location Warsaw Remote status Hybrid About Infotree Global Solutions At Infotree, meeting your career needs is a top priority. Client satisfaction is largely dependent on the resources we can provide, and we take pride in our delivery. We have a supportive team in place to give quality people a chance to grow and challenge themselves in their roles which has resulted in that we have placed many employees in positions that have grown into lifelong careers. We have a team of dedicated recruiters and consultant care representatives that are committed to your success and well-being. Check out our open roles to get started. Infotree Poland Sp. z o.o. is part of Infotree Global Solutions. Agency number: 15970. Founded in 2002 Co-workers More than 5000