EMPLOYEE RELATIONS | LABOR RELATIONS ANALYTS

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We are searching for the best talent for Employee Relations | Labor Relations Analyts to be in Bogotá, Colombia.
Purpose.
The ERLR Solutions Partner will support timely resolution of ERLR cases within the region.
Duties include triage of ERLR requests, support of ER/LR administration activities and follow-ups required to close a case (e.
.
reminders, case updates, case management, operations, etc.), ensuring all required documentation are provided and archived.
The ERLR Solutions Partner will also run and provide specific ER/LR reporting to relevant parties and contribute to any ERLR administration activities to ensure the timely and effective management of ERLR cases within the region.
The ER Solutions Partner will do cross-regional support when needed and work on the end to end cases that are shift from the ER Professionals.
This role will strive to ensure appropriate resolution of service requests within defined time periods, levels of accuracy and quality standards and customer satisfaction levels.
This role treats the workforce with dignity and respect, maintaining high levels of confidentiality, trust, and integrity in the handling of sensitive matters.
This person adheres to established standards and guideline.
You will be responsible for.
• Respond to Employee Relations requests from customers (prioritizing as appropriate) and executes on the key tasks and activities in accordance with defined procedures and guidelines.
• Develop and manage investigation plans (assignment of proper resources; identification of witnesses and key individuals; method, order and timing of interviews; identification of evidence to gather, maintaining contact with case owner, manager and key stakeholders.
• Identify relevant policies and practices to determining whether violation of policies or practices occurred • Assist with the development of performance improvement plans (PIP) and Corrective Action steps; Review to determine if suitable, reasonable, measurable and actionable • Provide insights and intelligence with respect to trends and opportunities • Communicate and interact effectively with customers and team members; develop credibility and trust relationships with customers, supervisors, and team members.
• Interact and interface with customers, vendors, service providers, and other third parties as applicable in relation to the activities and dependencies.
• Investigate issue areas and determine methods of mitigation in order to resolve problems within acceptable timeframes, routing or escalating inquiries as appropriate in order to achieve effective and timely resolution.
• Contribute to scheduled and ad hoc training in order to improve performance and promote continuous learning • Assist and encourage users / customers to make effective use of self-service options, systems, products, services, etc.
in order to drive rapid resolution and empower customers; educate and inform customers of the full range of services available to them.
• Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences for knowledge database future reference.
• Comply with documentation guidelines • Identify areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Cluster Employee Relations Lead.
• Maintain complete and accurate documentation in accordance with guidelines on a timely manner, complying with the Service Level Agreements • Take ownership of all assigned tasks, initiatives, and inquiries and make sure that they are resolved / completed efficiently and with a superior level of quality.
• Attend to and process customer inquiries and request by applying Employee Relations standard operating procedures and utilizing problem solving skills for resolution.
Qualifications • University / Bachelor’s Degree in Human Resources, Psychology, Business, or Equivalent is preferred • 1-3 years of related experience • Background and experience in Human Resources, Contact Center, Service Centers, and other related fields • Understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations, Organization Management) or Payroll • Fluent in English and Spanish Language • Ability to speak Portuguese Language is a nice to have, but not required.
• Demonstrates customer orientation and customer service skills • Excellent telephone manner with clear, concise, and professional communication skills • Ability to accurately collect information to understand and assess the clients’ needs and situation • Strong attention to detail • Will be trusted to secure and maintain confidential information • Ability to prioritize workload and provide timely follow-up and resolution • Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications (e.
., MS Office, email, fax, Internet Explorer)