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Contact Center Analyst

  • Location: Chicago
  • Salary: 22.0-22.0$ per hour +
  • Job Type:Contract

Posted 16 days ago

  • Sector: Professional
  • Contact: Jonathan Kaplan
  • Contact Email:
  • Contact Phone: 7323534289
  • Start Date: 04/05/2021
  • Job Ref: 21-04774
MARS Masterfood
Contact Center Analyst
Call Center Human Resources Dept
Chicago IL
900am 530pm MF
6 month temp contract assignment

Job PurposeOverview
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 Manager

Key Responsibilities
Troubleshoot and resolve routine PampO inquiries or issues eg programs policies practices and tools using appropriate resources and followup 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

Context and Scope
Resolve requests through various intake channels or the Portal using standard scripts FAQs policy manuals PampO issue knowledge base desktop procedures and other reference materials
Proactively followup 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 Portal general employment inquiries eg workplace questions policies procedures practices documentation
Understand to whom complex inquiriesrequests should be routed or escalated and escalate complex issuesinquires 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 Portal and other PampO offerings eg programs policies practices and tools
Continuously look for areas of improvement and communicate suggestions to managers and leads as appropriate
Process SAPCHRIS Transactions while continuing to meet SLA requirements
Coaching Managers and Associates through the Time amp Attendance policies and inquiries eg removing attendance points and understanding the levels of escalation discipline
Provide informal guidance support and coaching to newer team members

Job SpecificationsQualifications
1 Education amp Professional Qualification
Minimum qualification Associate39s Bachelor39s Degree or equilivant
Preferred qualification Combination of education and experience

2 KnowledgeExperience
1 or more years of general HR experience preferred
Familiarity with HR processes and practices
Ability to navigate and proficiency in working with HR systems ie CHRIS and iTMS
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 fastpaced environment with strong organization and time mgmt skills
Strong oral and written communication skills
Strong listening skills
Ability to consistently deliver high quality customer service in a professional manner