Associate Specialist, Contact Center

Come join Analog Devices (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.

ADI At A Glance

Analog Devices, Inc. (NASDAQ: ) 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 FY23 and approximately 26,000 people globally working alongside 125,000 global customers, ADI ensures today's innovators stay Ahead of What's Possible. Learn more at and on .

1. 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

2. 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.

3. Develops, create, update and improve process documentations.

4. Tracks and maintains records of issues, customers and resolution status using the Call Center tools available.

5. 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.)

6. Performs accurate and timely input of data into SF and additional HR systems like personal leaves, LOA, DA, etc

7. 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.

8. Oversees HR Kiosk, issuance of COE, checks, forms and responding to questions. Ensuring forms are available to employees.

9. Collects, validates, routes, tracks and logs submitted documents for transaction processing

10. Maintain good understanding of the HR Service Center business model, the department and the personnel along with their areas of expertise.

11. Generates weekly report of team's performance scorecard and publish to the team on a regular basis.

12. Updates contents in HR Services portal in The Circuit and HR Knowledgebase

13. Conducts training to possible back-ups

14. Tracks and reports/presents individual KPIs to the team

15. Identifies recurring inquiry themes and contributes to the ongoing development of the ADI FAQ's library.

16. Utilizes Call Center technology to track and manage inquiries for reporting and analysis purposes.

17. Document problem solving/RCA and monitor closure of agreed action items.

18. May drive/initiate small individual or team projects.

19. May serve as back-up for functional specialists.

20. Participates in various team activities, projects and/or work streams.

21. Promotes and adheres to Company's commitment on corporate social responsibility.

22. Facilitates New Hire Orientation on HR Shared Services Operations to newly hired employees.

23. Will work in night shift.

Job Req Type: Graduate Job

Required Travel: Yes, 10% of the time