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Job Field:
Business Support Services Jobs, Human Resources Jobs, Information Systems Jobs
Business Analyst Jobs, HR (Human Resources) Jobs, MIS (Management Information Systems) Jobs
United States of America
Contract Type:
Full Time / Permanent
Salary Description:
on application
Job Ref:

Provide analysis for North America HR Shared Service Center (SSC) performance and recommend operational changes and improvements based on evaluation of data and trends, including utilizing tools and data to assist in monitoring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure that SSC performance is maintained within set parameters. This involves producing scheduled and ad hoc reports, investigating/resolving issues and presenting information in a clear and concise format. The HR Metrics and Reporting Analyst will generate monthly HR SSC Operations Dashboard and individual and team scorecards by preparing presentations and working with Human Resources Shared Service Center (HRSC) leaders to analyze and present operational findings.

  • Consistently run or modify tools to monitor and evaluate Center performance statistics (SLA/KPI) to identify and report trends and propose action plans to address issues
  • Perform root-cause analysis using performance data, identify performance gaps to define the problem and inform of operations improvements
  • Identify performance gaps to define problem and inform of operations improvements
  • Partner closely with HRSC leaders to provide quantitative analytics support and in-depth analysis on vendor output for various teams
  • Gather data from multiple sources and consolidate via spreadsheets
  • Support the configuration of multiple real-time and historical contact center reporting systems based on business rules identified (i.e. Cisco, Virtual Observer, etc.)
  • Participate on project teams and requirements gathering and analysis for key HRSC initiatives
  • Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
  • Ensure manual reports are stored and well-organized in secure SharePoint site
  • Develop concise documentation for report generating processes/routines
  • Conduct and continuously improve reporting to ensure reliability, validity and integrity of the data used in management reporting and analysis
  • Focus on providing outstanding customer service daily to both external and internal customers
  • Suggest process improvements that can streamline and improve customer service
  • Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Develop analytical methods and tools to monitor and evaluate Center performance statistics (SLA/KPI) to identify and report trends and propose action plans to address issues
  • Monitor leading practices in shared-service delivery and recommend improvements in services delivery
  • Perform other duties as required

Minimum Qualifications

  • Bachelor's degree in Math, Finance, Information Systems, Business Administration, Human Resources, or closely related discipline AND
  • Two (2) years of experience with business metrics/performance analysis AND
  • One (1) year of experience developing and monitoring call center metrics; specifically for operational performance results regarding quality, agents, command center performance
  • Experience working with various HR Systems
  • Able to define report requirements
  • Strong organization, time and project management skills and multi-tasking abilities required
  • Self-motivated
  • Working knowledge of SharePoint
  • Ability to maintain confidentiality



  • Experience developing KPIs for multiple processes
  • Experience with Root Cause Failure Analysis (RCFA)
  • Experience with Benefit SOX controls including Health & Welfare and Pension Plans
  • Analytical team leadership experience
  • Advanced-level skill and experience in operations performance analysis in a customer-based Service Center environment
  • Expert knowledge in Call Center tools, systems and technology
  • Familiarity with HIPAA, ERISA and USERA
  • Expertise in problem-analysis and problem-solving tools and techniques
  • Working knowledge of Service Level Agreements (SLAs)
  • Expert-level skill in Microsoft Excel and Visio
  • Demonstrated effectiveness in collaboration, communication and influencing
  • Working knowledge of Human Resources processes


  • Ability to understand and apply verbal and written work and safety-related instructions and procedures given in English
  • Ability to communicate in English with respect to job assignments, job procedures, and applicable safety standards
  • Must be able to work in a potentially stressful environment
  • Work is mostly performed in a busy, non-smoking office
  • Location requires mobility in an office environment; each floor is accessible by elevator and internal staircase
  • Occasionally work may be performed in a mine, outdoor or manufacturing plant setting, which may include exposure to extremes in temperature and humidity, moving mechanical parts, risk of electrical shock, toxic chemicals, explosives, fumes or airborne particles
  • Must be able to frequently sit, stand and walk
  • Occasionally may be required to lift moderately heavy objects up to twenty-five (25) pounds during the course of the workday
  • Personal protective equipment is required when performing work in a mine, outdoor, manufacturing or plant environment, including hard hat, hearing protection, safety glasses, safety footwear, and as needed, respirator, rubber steel-toe boots, protective clothing, gloves and any other protective equipment as required
  • Freeport-McMoRan promotes a drug/alcohol free work environment through the use of mandatory pre-employment drug testing and on-going random drug testing as per applicable State Laws
Freeport-McMoRan has reviewed the jobs at its various office and operating sites and determined that many of these jobs require employees to perform essential job functions that pose a direct threat to the safety or health of the employees performing these tasks or others.  Accordingly, the Company has designated the following positions as safety-sensitive: 
  • Site-based positions, or positions which require unescorted access to site-based operational areas, which are held by employees who are required to receive MSHA, OSHA, DOT, HAZWOPER and/or Hazard Recognition Training; or 
  • Positions which are held by employees who operate equipment, machinery or motor vehicles in furtherance of performing the essential functions of their job duties, including operating motor vehicles while on Company business or travel (for this purpose “motor vehicles” includes Company owned or leased motor vehicles and personal motor vehicles used by employees in furtherance of Company business or while on Company travel); or
  • Positions which Freeport-McMoRan has designated as safety sensitive positions in the applicable job or position description and which upon further review continue to be designated as safety-sensitive based on an individualized assessment of the actual duties performed by a specifically identified employee.

Equal Opportunity Employer/Protected Veteran/Disability

Nearest Major City



Metrics & Reporting Analyst - Phoenix, AZ

Primary Location

United StatesArizonaPhoenix Cotton Center

Requisition ID


Closing Date:

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