HR Analyst

hace 4 semanas

Barranquilla, Colombia Auxis A tiempo completo

Job Summary:
**Responsibilities**:
- Process unemployment claims in a timely manner and assist with related hearings.
- Handle LOA (Leave of Absence) and FMLA (Family and Medical Leave Act) requests, assisting clients and employees with regulations and required documentation.
- Manage drug testing and background check requests.
- Reconcile monthly billing adjustments for billable services.
- Process annual EEO-1 reports for clients required to file.
- Process annual Veterans reports for clients with government contracts.
- Comply with annual California wage reporting requirements.
- Manage client requests for compliance posters.
- Accurately review and complete employment verifications.
- Provide excellent customer service to Questco clients and employees, including positive telephone experiences and timely follow-up.
- Adhere to all federal, state, and local HR-related laws and regulations, such as FLSA, ADA, HIPAA, data privacy standards, and the Civil Rights Act of 1964; seek legal or other advice as needed.
- Maintain proactive communication and collaborate with Questco departments to ensure the best possible client experience.
- Provide administrative support, including answering calls, filing, and scanning as needed.
- Comply with Auxis operational processes and security policies.
- Attend all scheduled meetings related to customer service and performance as required.
- Meet all agent KPIs, including call efficiency, quality, quantity, and customer satisfaction scores (NPS).
- Follow specific communication guidelines and escalation protocols when handling calls.
- Perform other assigned administrative and related tasks.
- Maintain the highest level of confidentiality and handle sensitive material related to the organization and its clients.

Skills and Experience:

- Proficiency in English (oral and written) at C1 level or higher.
- Minimum of 2 years of previous experience in customer service-oriented roles in call centers.
- Ability to work independently and as a functional team member.
- High school diploma required.
- Proven experience in delivering high levels of customer satisfaction and performance in a high-volume transaction/demand environment is preferred.
- Excellent computer skills and high proficiency in MS Office.
- Ability to manage multiple assignments and work on a minimum of 5 systems simultaneously.
- Excellent verbal and written communication skills, with demonstrated active listening skills. Genuine interest in working with and assisting clients.
- Professional appearance with a courteous, tactful, and friendly demeanor.
- Ability to interact with clients and all levels of internal staff.
- Attention to detail and energetic attitude.
- Projection of a positive image via phone and other similar channels.
- Compliance with attendance and punctuality standards. Availability to work additional hours as needed.
- Adaptability to change and ability to meet the evolving demands of the work environment.
- Hands-on experience with customer service reporting and systems, as well as prior experience with Questco’s care center systems.
- Experience in professional services and knowledge of PEO (Professional Employer Organization).
- Demonstrates integrity, ethics, responsibility, initiative, and teamwork.
- Excellent presentation and professional communication skills, both verbal and written.
- Ability to maintain the highest level of confidentiality and handle sensitive material related to the organization and its clients.

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