Service Center Analyst II

19 hours ago

Atlanta, Georgia, United States Cox Communications Full time
Job Summary

The Service Center Analyst II plays a critical 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.

Key Responsibilities
  • 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 builds 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.
Requirements
  • Bachelor's Degree in related field and 2 years' related experience in a high-volume processing, fast-paced environment.
  • 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.

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