Job Title:
Associate, People Solutions Center
Job Description
This is a position that suits naturally positive people who enjoy making others’ lives easier, and it will also appeal to those who enjoy problem solving.
The People Solutions Centre Rep is the first People Solution point of contact for all employees. They provide advice, guidance and direction on any and all people related queries.
A PSC Reps will provide a fanatical staff experience that is positive, pro-active and professional, they are passionate and committed to consistent process improvement.
PSC Reps are valued for their willingness and ability to solve employee problems.
PSC Reps use a best in class data-driven, fact-based approach that supports the employee by providing relevant, timely, and comprehensive answers to queries.
PSC Reps will support and guide employees and people managers to increase their confidence and ability to address their employee related issues themselves.
- Professionally manage multiple communication channels to engage with and resolve staff queries and concerns (Phone – Chat – E-mail).
- Focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support
- Know how to quickly search and find data / knowledge from the various information systems as required in pursuit query / concern resolution.
- Answer all queries via the employee initiated / preferred communication channel to an exceptionally high standard, ensuring all enquiries are accurately logged and traceable in the relevant help desk system.
- Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviors are not reflective of Concentrix culture and values
- Maintain strong relationships with PSBPs and PS COEs within your realm of responsibility
- Facilitate timely and effective resolution of the concern or query in collaboration with other SMEs as necessary and stay connected with the escalation until resolution has been confirmed.
- Facilitate the creation of a case if the employee has not already done so, where appropriate
- Identify policy and training gaps in the business from queries received and recognize opportunities for innovation within the PSC and beyond, focusing on continuous improvement solutions.
- Responsible for proactively identifying and reporting gaps in the quality and accuracy of the PSC Knowledge Management Tool.
- Understand the weekly and monthly PSC reports
Skills & Qualifications
- Customer service experience in a similar environment
- Effective operational language proficiency or advanced English Level
- Advanced language proficiency in assigned Country specific responsibilities.
- Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workload
- Computer literate (Microsoft Office Suite and ability to learn other technology systems)
- Excellent customer service skills
- Excellent Oral and written communication
- Well-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.
- Ability to manage multiple tasks
- Consistent past performance on meeting SLAs and targets
- Minimum high school/GED or regional/country equivalence
Internal Applicants:
- Must attach detailed and updated resume in Workday
- Tenure of 6 months in the company (desirable)
- No valid final warning or one written warning or disciplinary actions (DA) in the past 3 months.
- Good attendance and performance record (Meeting KPI´s or objectives for the past 3 months)
Location:
COL Work-at-Home
Language Requirements:
Time Type:
Full time
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