Call Center Analyst - HR Desk

Job Summary

We are currently seeking a Human Resources Service Center Analyst (HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax.

Essential Functions

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer requests to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating, and retiring service center knowledge documentation
• Attending and participating in team meetings to surface and discuss process improvements and service offering changes

Education

High school diploma or equivalent. Bachelor's Degree preferred.

Knowledge Requirements

• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire
• Critical thinking skills
• Active listening skills and effective communication strategies
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Human Resource application support experience preferred

Experience

• Two (2) + years of customer service experience
• Service desk or call center experience preferred

Qualifications

HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire