Service and Operations Specialist with Dutch

We are looking for an Operations Analyst to join our client's team in Warsaw.
What will be your key responsibilities?

• Resolve inquiries through business Tickets regarding HR Programs, Policies, Processes and Systems using available internal resources such as Instructions, FAQs, policies and desktop procedures in Workday and ServiceNow.

• Navigate Customers (Associates, Managers and HR Business Partners) on how to use HR Operational systems (Workday/SNOW) and applicable processes to drive self-service adoption.

• Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs. Be able to handle crucial conversations with Customers not willing to adhere to the agreed roles & responsibilities or unsatisfied with processes and services offered.

• Prioritize work according to agreed Targets to achieve SLAs (Meet agreed timeline) , CSAT ( High Customer Satisfaction rating & Agreed Service Results), Minimize Customer Escalations, Response to all Calls and Chat.

. Collaborate with other team members in case resolution to meet performance metrics. (including data quality and integrations issues)

• Monitor case resolution and provide service user with status updates and/or a possible workaround until the issue is resolved.

• Maintain operational documents used to perform daily tasks, ensure knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.

. Understanding of End-to-End HR process and communicate any gaps or areas to improve.

. Ability to identify root cause of escalated service owned by Junior Analyst.

• Ensure the confidentiality, accuracy and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.

What are we looking for?

• Bachelor's Degree or equivalent, preferably in HR, Communications, and/or Business.

• 1 or more years of general HR experience preferred previous experience in Shared Services/Call Center environment is an advantage.

. Strong oral and written communication skills in Dutch & English.

• Familiarity with HR processes and practices.

• Ability to navigate with proficiency across various HR Systems (i.e., WorkDay & ServiceNow) and deliver high quality customer service while managing high volume of inquiries and services.

• Ability to follow standard procedures and without variation.

• Demonstrated problem solving and conflict management skills with the ability to deliver high quality customer service while maintaining a positive and professional manner.

• Ability to prioritize multiple tasks in fast-paced environment with strong organization and time management skills.

• Ability to handle and maintain confidential and sensitive information.

• Strong listening skills.

Locations Warsaw Remote status Hybrid