Job Description

Sr. Analyst - Contact Centre

is responsible for delivering exceptional customer service and timely resolution of various inquiries, while ensuring compliance with policies and guidelines, and actively participating in professional development opportunities. This role involves collaborating with internal stakeholders, escalating complex problems, performing root cause analysis, and proposing sustainable solutions to improve customer satisfaction, as well as maintaining data confidentiality and applying knowledge of HR policies, procedures, and payroll processes.


What would you be responsible for: o

Timely Query Resolutions:

Provide friendly and professional customer service to clients, addressing various inquiries promptly and courteously through different communication channels Escalate complex problems to senior contact Centre staff or specialized teams as necessary Ensure timely and satisfactory resolution of concerns related to various areas such as HR, payroll, policies, and processes Perform root cause analysis on escalations or issues to identify gaps and propose sustainable solutions for improving customer satisfaction

Subject Matter Expertise:

Develop a strong expertise in the contact Centre domain, including a comprehensive understanding of various systems, processes, and policies Serve as a subject matter expert and point of contact for complex inquiries from internal and external stakeholders Provide training, guidance, and support to colleagues or junior team members, sharing expertise and best practices

Adherence to Policies and Guidelines:

Ensure compliance with Rio Tinto policies, standard operating procedures (SOP), and guidelines regarding contact Centre query management Responsible for guiding end users on employee management and payroll related processes

Continuous improvement in end user experience:

Analyse existing workflows & data, identify bottlenecks, and recommend improvements to enhance efficiency and collaborate to implement the same

Professional Development:

Stay updated with industry trends, best practices, and regulatory changes related to the service line

What experience, skills and qualifications are required:

A Bachelors degree in Accounting, Business Administration, Human Resources, or related field 4-6 years of prior extensive experience in contact centre operations, analysing customer data and handling customer requests Experience in workload allocation, and performance monitoring Excellent interpersonal skills to effectively collaborate with internal stakeholders and external stakeholders Proficiency in SAP and HR ticketing tools, such as ServiceNow, Workday Advanced problem-solving abilities and attention to detail in handling customer queries In-depth understanding of the HR operating environment, including HR policies and payroll processes French language expertise is required (B2 Level)

About Rio Tinto

Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.



We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs - striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can't do it on our own, so we're focused on creating partnerships to solve problems, create win-win situations and meet opportunities.

Every Voice Matters

At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities and people from different cultural backgrounds.



We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome - they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.