At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.
The Service Center Workflow Queue Analyst is a role reporting into the Service Center Leader. This role will support all Business Units and will provide direct and indirect support to employees, managers, and HR professionals through a Shared Services Model. The Services Center Workflow Queue Analyst will leverage their knowledge of case management systems, customer feedback, historical interaction data, trend data, policy and procedures, process improvement tools to meet or exceed defined goals and objectives. Utilizing strong analytical skills this role will produce insights and visual management presentations on a weekly, monthly, quarterly, and annual basis to assist senior management in workflow optimization and workload forecasting. This role will help to improve the operational efficiency of the Service Center by ensuring that workload is managed effectively. This role will include interpreting, researching, analyzing, resolving, routing, and escalating inquiries related to all requests and transactions in a timely manner, that come into the Service Center via various channels.
Key responsibilities
Improved consumer experience and satisfaction by driving the timely resolution of cases by applying triage and case routing best practices. Use business knowledge and judgement to determine prioritization of cases and escalation routing to expedite case resolutions. Analyze existing business workflow and identify opportunities for process improvements. Contribute to implementing process improvement initiatives, automation, and self-service capabilities to improve customer satisfaction and operational efficiency. Conduct trend analysis on large sets of data related to case volumes and categories (e.g. HR, Payroll, Technology, Benefits, etc.) to provide insights to Service Center and functional leaders. Identify and recommend enhancements to content for resources and articles to increase utilization and effectiveness of our knowledgebase. Prepare and deliver presentations that clearly convey opportunities to enhance customer experience and simplify our processes.
Required: Experience/Qualifications
Don't want to miss the next one?
Subscribe to daily email alerts for roles matching your interests.
Bachelor’s degree or equivalent work experience, preferably in HR. Over 3+ years of relevant experience in customer service, call center, or HR-related roles. Experience with HR policies and procedures or other relevant Hr areas of expertise (i.e., Compensation, Benefits, Payroll, Talent Management, Recruiting, etc.) Advanced knowledge of Case Management systems (Preferred ServiceNow) Superior customer service orientation with excellent problem-solving skills Ability to interact and partner with senior management. Ability to leverage insights and utilize good judgment skills, specifically for escalations and case resolutions. Strong organizational skills and documenting ability with meticulous attention to details. Excellent verbal and written communication skills, able to engage effectively with all levels of the organization. Proficient in MS Office applications. Proven Ability to work with highly sensitive and confidential material and possess good business judgment and ethics.
Required qualification:
Bachelor’s degree or equivalent work experience, preferably in HR. 4+ years of relevant experience in customer service, call center or HR related role Excellent communication skills. Fluency in English (written and spoken)
Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as:
Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.
Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.
Remote: Employees who are working in Remote roles will work primarily offsite (from home). If you live within a reasonable commute of an RTX site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.
Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility.
Requires theoretical knowledge typically obtained through University Degree. Limited to some knowledge of RTX organization.
Typically requires a University Degree or equivalent experience and less than 2 years prior relevant experience.
Engineering/Other Technical Positions: Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and a minimum of 2 years of prior relevant experience unless prohibited by local laws/regulations.
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
Similar roles you might like
More openings like this one — take a look before you go.
