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Baxter Logo Baxter · Human Resources

Analyst, HR Operations GBS Contact Center

Costa Rica, Heredia Employment contract · Job Posted June 29, 2026
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Job Description

As an Analyst in HR Operations GBS, you will provide first level HR support, serving as the primary point of contact for employees and managers on HR inquiries and transactions. You’ll deliver timely, accurate, and customer focused service across areas such as employee data, benefits, onboarding, offboarding, payroll queries, and HR policies through phone, chat, tickets, or email. Every interaction you manage will help build trust, simplify processes, and strengthen the employee experience.

Job Responsibility

  • Provide customer support through chats, phone (at least 50% of the time), email, or tickets on HR topics including Pre Payroll, Staffing, Employee Data Management, Benefits, and Workday processes
  • Manage end-to-end HR operations: onboarding, employee records, confirmations, internal movements, exits, and offboarding
  • Support creation, updates, and storage of HR documentation such as letters, contracts, amendments, and employment records
  • Maintain Workday data integrity, support audits, and deliver reporting
  • Contribute to system enhancements, UAT, automation, and continuous improvement initiatives
  • Support creation and maintenance of Knowledge Articles, SOPs, and employee handbooks
  • Share process improvement ideas and assist in team decision making
  • Uphold quality standards and consistently meet or exceed operational indicators

Requirements

  • Excellent communication skills in English and Spanish
  • Hands-on Workday experience (transactions, business processes, reporting) is mandatory
  • Strong process and system orientation with proven compliance and audit management
  • Effective presentation skills and ability to adapt in a changing environment
  • Initiative driven, with a project mindset and customer service orientation
  • Analytical mindset with focus on process improvement
  • automation skills are a plus
  • Customer service experience with issue resolution mindset
  • Advanced studies or degree in Business Administration, Human Resources, Industrial Engineering, or similar fields
  • Lean certification (optional)
  • 2 years of experience in HR Operations or Shared Services

Nice to have

  • Lean certification
  • automation skills are a plus
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