Intern Associate Contact Center

The Programme

Under the supervision of the HR Contact Center Lead, this temporary position will be focused on delivering a high level of customer service and operational support to Human Resources, Managers and Employees.   

This position will focus on the transactions done by the Service Center, related to HR policies, programs, and processes.  
 
This will temporarily support the operations during the transition period of the new HR system. 
 
In this role, Representatives will work with the Service Center Team to ensure that high levels of customer service are met, and that employees’ inquiries and issues are acted on and resolved in a timely, sensitive, and professional manner.  Representatives may design, create, improve, document and implement processes, forms, systems and tools related to their respective scope.  
 
Manage and sustain Contact Center related processes and tools like tools, forms, templates, trackers, etc. Monitor, generate, and report contact center related metrics and KPIs. Conducts data validation to ensure accuracy of information and provides guidance and training to customers to ensure timely compliance to process requirements. Implement control measures such as monitoring of compliance to requirements. Apply knowledge and skills in using the latest industry trends, information, HR Technology and Systems. 
 
The Contact Center Representatives support the successful implementation, communications, and administration of Contact Center programs, projects, practices, and policies in Analog Devices HR Service Center.  May lead projects within and outside the assigned functional area.  
 
May train others for back-up purposes and may provide back-up support to other functions in the organization.

What You Will Do

• Ensures that she/he is knowledgeable and updated with all HR processes, system, tools and services in the region/worldwide, including the basic services, tools and policies of Finance and IS that have downstream or upstream impact of HR processes 
• Analyzes and responds to phone/online inquiries from employees and managers related to HR programs, policies, procedures, and tools.  Provides complete and accurate response to each inquiry and escalates inquiries according to pre-defined escalation procedures when necessary. 
• Tracks and maintains records of issues, customers and resolution status using the Call Center tools available. 
• Process various employee self-service and manager self-service transactions within the agreed SLA including the downstream processes (i.e., marital status update, dependents update, change in supervisor, cost center, etc.) 
• Completes end to end process for various contact center transactions like L&OD support, COE, 201 file requests, US visa letter, Guarantee Letter, Broadcast email requests, etc. 
• Oversees HR Kiosk, issuance of COE, checks, forms and responding to questions. Ensuring forms are available to employees. 
• Collects, validates, routes, tracks and logs submitted documents for transaction processing 
• Maintain good understanding of the HR Service Center business model, the department and the personnel along with their areas of expertise. 
• Updates contents in HR Services portal in The Circuit and HR Knowledgebase 
• Conducts training to possible back-ups 
• Identifies recurring inquiry themes and contributes to the ongoing development of the ADI FAQ’s library. 
• Utilizes Call Center technology to track and manage inquiries for reporting and analysis purposes. 
• May serve as back-up for functional specialists. 
• Participates in various team activities, projects and/or work streams. 
• Promotes and adheres to the Company’s commitment to corporate social responsibility.

Required Skills and Abilities

• Bachelor's degree undergraduate.

KNOWLEDGE: 

• MS Office, MS Word, MS Excel  
• HR Policy and Guidelines knowledge, is an advantage. 
• HRIS user experience/knowledge, is an advantage. 
• Report-generation. 

BEHAVIOR: 

• Demonstrate commitment towards problem-solving and reaching resolution.  
• Work collaboratively and proactively to ensure the work is completed accurately, clearly, and on schedule.   
• Conduct analytic tasks   
• Maintain careful attention to detail and ensure the integrity and quality of both the data and the analysis performed.   
• Contribute as part of a team to drive solutions.    
• Be flexible to quickly respond to changing priorities and ad-hoc projects.  
• Consider implications and obstacles, and plan contingencies accordingly.  
• Communicate effectively across most levels of the organization.    
• Continuously looking for process improvement in all aspects of assignments. 

COMMUNICATION: 

• Excellent communication skills (written and verbal). 
• Active listening skills.

About Us: 
 
Analog Devices, Inc.is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge.  
 
ADI combines analog, digital, and software technologies into solutions that help drive advancements in digitized factories, mobility, and digital healthcare, combat climate change, and reliably connect humans and the world. With revenue of more than $12 billion in FY22 and approximately 25,000 people globally working alongside 125,000 global customers, ADI ensures today’s innovators stay Ahead of What’s Possible. 
 
Come join ADI – a place where Innovation meets Impact. For more than 55 years, Analog Devices has been inventing new breakthrough technologies that transform lives. At ADI you will work alongside the brightest minds to collaborate on solving complex problems that matter from autonomous vehicles, drones and factories to augmented reality and remote healthcare. 
 
ADI fosters a culture that focuses on employees through beneficial programs, aligned goals, continuous learning opportunities, and practices that create a more sustainable future.