MP HRO Client Analyst

Description:
The Customer Service Client Analyst (CSCA) works with the CS Client Manager (CSCM) to monitor the daily deliverables of the Service Center. He or she acts as an expert resource on Service Center processes, knowledge, content management and training. They the day to day subject matter expert on client policies, processes provisions.

The CSCA manages customer escalations and exception processing. They are responsible for client specific updates to desktop tools and training.

Key Responsibilities/Activities
Executes Customer Issue Resolution and ensures that proper documentation and follow up takes place
Executes the handling of Customer Escalated calls through the supervisor line
Supports Client Manager in researching client escalations.
Executes the tailoring and delivery of Customer Service client specific training
Executes the maintenance of Customer Service Desktop tools including Callflows/SOPs and Newsflash
Identifies process improvements based on escalation analysis results
Coordinates with CS Ops to ensure proper CSA/HRS skill maintenance
Monitors and manages customer escalations for offshore and off-phone work

DELIVER Result Measures
Customer Satisfaction results maintain/improve results?
Service Levels on supervisor line are met
Decrease in Customer Escalations
Timely and complete responses provided for Client Escalations- meets/often exceeds expectations per feedback from CSCM
Tool Upgrades (versions/information) updated and deployed on time
Increase in First Call Resolution
Ongoing training- meets/often exceeds expectations per feedback from associates, CSCMs and CSTMs
Team meets or exceeds Interaction Reliability results
Callbacks made on time- meets/exceeds expectations 98%
Compliance with Off-Phone Best Practices- met

Work Hours: 4:00 pm-9:00 pm

Qualifications:
Education & Certifications
Bachelor s degree or work experience required

Work Experience
Previous benefits, HR or payroll knowledge highly desirable
Call center operations experience

Knowledge, Skills. Attributes Including Specific Technical Competencies
Proficiency with Customer Service Desktop tools
Interpreting client requirements documents
Call Center operations and technology
Systems, Internet and Telephony Environment
Customer Service Principles
Regulatory and legislative knowledge
Delivery model and best practices

Other Travel Expectations/Other Unique Role Characteristics
Attention to detail
Taking initiative
Troubleshooting

Salary/Benefits: Salary commensurate with experience


Job Location: The Woodlands, TX

Job Number: 302921

Company URL: http://www.hewitt.com/workinghere

Company Profile:
Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.