Analyst, HR Operations (Puerto Rico)
Role Overview
Analyst role on RTX Enterprise Services' People Services Contact Center, supporting employees, managers, and HR professionals across RTX business units in Mexico.
The contact center handles inquiries ranging from policy questions to complex issues in coordination with HR partners.
Key Skills for This Role
Full Job Posting
Role overview
Analyst role on RTX Enterprise Services' People Services Contact Center, supporting employees, managers, and HR professionals across RTX business units in Mexico.
The contact center handles inquiries ranging from policy questions to complex issues in coordination with HR partners.
What you will do
- Provide timely first-contact resolution by phone, email, chat, and case management.
- Interpret company policies and explain them clearly to employees and managers.
- Create, recommend, and audit internal and external knowledge-base content.
- Use ServiceNow CRM, Workday, and other systems to answer questions, troubleshoot issues, and complete requests.
- Document and escalate cases according to processes and service-level agreements.
- Handle calls using telephony and IVR technology, and promote employee self-service.
- Support quality, compliance, process improvement, and team service targets.
Required qualifications
- Typically requires a university degree or equivalent experience and at least 1 year of relevant experience.
- Requires experience in an HR shared-services center or similar customer-facing environment.
- Requires at least 1 year of experience with MS Office applications.
- U.S. citizenship is required for access to information under this program or contract.
Desired qualifications
- Experience with HR policy or compensation, benefits, payroll, or talent management is desired.
- Experience with ServiceNow CRM, Workday, or ADP Enterprise is desired.
- Problem solving, customer service, independent and collaborative work, sound judgment, attention to detail, communication, and confidentiality skills are desired.
Workplace
- The position is hybrid and based near Santa Isabel, Puerto Rico.
- Work instructions for daily activities are available in English only.
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