The People Operations Analyst is involved in the day-to-day delivery of employee services, as well as in identifying opportunities and driving continuous improvements of HR systems and service delivery.
Reporting to the Manager, People Operations, this role is critical in optimizing the case management system, driving operational efficiency, and ensuring a seamless employee and agent experience through monitoring utilization metrics and collaborating with HRBPs and various Subject Matter Experts within the People Resources Team. This role will also support various tasks in the People Operations function related to the employee lifecycle.
Base Salary - $65,000 $75,000 annually
Duties and Responsibilities
• Oversee the case management analytics to track ticket volume, resolution times, satisfaction score, agent performance, etc.
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• Identify trends, areas for improvements and action plans in partnership with People Operations leaders
• Prepare monthly reports and insights for People Resources Team and for leadership
• Research the capabilities of the existing case management system and integrate AI solutions, where appropriate, to improve employee and agent experience
• Work with Manager, People Operations to identify opportunities to leverage the case management system for streamlining HR processes and operational efficiency
• Closely engage with new and existing agents to communicate system changes, provide training, and ensure effective utilization of the system
• Partner with various HR functions to create, curate, and maintain the internal HR knowledge base to improve employee self-service capabilities
• Manage incoming tickets through the HR case management system, ensuring timely and accurate resolution while maintaining a high level of professionalism and empathy
• Collaborate with HR Business Partners and subject matter experts to address complex cases and provide effective solutions
• Provide support for various People Operations tasks including but not limited to employment verification, document management, new employee orientation, and other HR initiatives
• Participate in HR projects related to employee experience and process automation as assigned
Qualifications
• Bachelor's degree in Human Resources, Management, or an equivalent combination of education and experience
• Minimum 3 years of relevant experience
• Experience working with a case management system and/or HR systems preferred
• Good analytical skills with the ability to prepare and interpret reports
• Excellent communicator with a strong service mindset and dedication to resolving employee issues professionally
• Familiarity with HR processes related to employment verification, document management, and general HR operations
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The annualized base salary for this role will range between $45,000 and $92,000. Base compensation is reflective of many factors, including, but not limited to, the market in which one lives/works, individual education level, skills, certifications and experience. Note: variable compensation is not reflected in these figures and based on the role, may be applicable.