Job Title :
Sr. Representative People Solutions Center
Job Description
The People Solutions Center Representative is the first People Solution point of contact for all current and former staff in North America and LATAM.
They provide general support and resolve most employment related inquiries. Inquiries can include policy and process questions, payroll, benefits, leaves of absences, etc.
The PSC Rep will provide a fanatical staff experience that is positive, pro-active and professional through phone, chat, email as well as tickets via the helpdesk.
The PSC Rep will provide insight and feedback to PSC Supervisor for ongoing process improvement. The 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.
Responsabilities
Assist staff using multiple communication through phone, chat, email and helpdesk ticketing systems.
Resolve staff HR inquiries with a focus on first time resolution, not directing employees to other functions but providing a high level of customer service and support.
Independently utilize training and knowledge management system to address and resolve staff questions and concerns.
Answer all queries via the employee initiated / preferred communication channel to an exceptionally high standard, ensuring all inquiries 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 partnership with PSBPs and PS COEs within your realm of responsibility
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.
Meet monthly KPI’s
Skills & Qualifications
1 to 2 years Customer Service Experience
Fluent in English and Spanish
Previous Human Resources Experience is Highly desired
Computer literate (Microsoft Office Suite and ability to learn other technology systems)
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
Location :
CRI San Jose - US Embassy
Language Requirements :
Time Type : Full time
Full time
