P&O Contact Center Analyst B3-I

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.