Service Center Operations Specialist

Job Summary:

The Service Center Analyst II plays a key role in designing and implementing controls and workflows to investigate issues, conduct audits, and identify trends in specific HR areas. This role is responsible for validating and confirming data and process integrity to ensure consistent, high-quality delivery of services.

The Analyst advocates and drives consistency, effectiveness, and efficiency through clarified roles, dependencies, and documentation. This includes striving for process simplicity, facilitating transformation and continuous improvement efforts, and actively seeking ways to simplify, automate, and scale solutions.

The Service Center Analyst II concentrates in the specific capability area of call intake and customer service, working across HR and key functional areas, as well as with business partners, to anticipate and resolve issues. This role leads or participates in development and execution of key HR programs, optimization processes, and implementations, working closely with HR shared services leadership and operations teams.

Your Role:

Understand, uphold, and improve the service model for HR operational support services. Collect and analyze historical information and data to implement resourcing assignments to address anticipated call and case volume activity.

Collaborate with other Service Center Analysts and within the Analyst Community of Practice to create and deliver reports, metrics, dashboards, and other presentations in a variety of areas. Partner with Specialty teams to leverage and analyze data for trends and patterns to identify opportunities for improvement in our support model.

Review and confirm HR metrics and data from a variety of sources, including PureCloud and Service Now, and other HCM sources. Create, review, and present Service Center success stories grounded in data-driven measurement, engaging Service Center and HR Leader for input and alignment.

Recommend and research best practices and emerging trends as well as build protocols, controls, and audits to ensure data integrity. Work with leadership to address data integrity issues. Help capture process standards and operating procedures to measure consistency in approach, delivery, and results.

Advocate process standards and operating procedures to drive near-flawless delivery and results. Ensure compliance with data privacy regulations and best practices.

Qualifications:

Bachelor's Degree in a related field and 2 years' related experience in a high-volume processing, fast-paced environment. The right candidate could also have a different combination, such as a master's degree and up to 2 years' experience; or 6 years' experience in a related field.

Demonstrated proficiency in MS Office (especially Excel and PowerPoint), data mining and reporting systems. Adept in Visio, Lucid Charts, Pro Mapp, or other process mapping and management tools. Working knowledge of Tableau, PowerBI, or similar data management and dashboard system.

User experience and self-service orientation. Demonstrated experience and application of business acumen and HR process expertise. Strong communication (oral and written), facilitation, consultation, and relationship management skills.

Technical, hands-on experience and deep understanding of data analysis and HR systems. Ability to thrive in ambiguity and change with the ability to leverage innovative technologies, solutions, and leading-edge processes. Understanding and practice of extreme confidentiality and information security.

Ability to simplify, present, and report complex issues. Deep customer focus and user empathy. Strong commitment and attention to accuracy. Proactive, self-directed learner and worker. Physical ability and mental acuity to execute work in constrained time frames.

Preferred Qualifications:

Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers. Experience with Genesys Cloud Contact Center Telephony. Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in Workday, Oracle, ServiceNow, Absence Tracker, and Kronos.

Demonstrated ability to conduct pre- and post-processing audits. Proven experience in driving large-scale change.

Compensation:

Compensation includes a base salary of $58,600.00 per year. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities.

Position may be eligible for additional compensation that may include an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.

Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Cox Automotive

At Cox Automotive, people of every background are driven by their passion for mobility, innovation, and community. We transform the way the world buys, sells, owns, and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim, and more.

What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today.

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech, and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all.

Ready to make your mark? Join us today.

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Statement to ALL Third-Party Agencies and Similar Organizations:

Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.

Cox is not responsible for any fees or charges associated with unsolicited resumes.