Associate, People Solutions Center - Payroll Matters
Concentrix
Pavas, CR
hace 4 días

Responsibilities

  • Provide an excellent customer service experience to the employees / leaders reaching out to the People Solutions Center.
  • Analyze the concerns and the root cause of the issues.
  • Address the situation to grant the correct closure.
  • Partner with local teams to ensure an adequate treatment of the inquiry.
  • Keep metrics and record of the different processes performed to ensure a right service
  • Answer and respond the queries with employee’s Services protocol and service standards. May respond to emails, correspondence, web chat, telephone, etc.
  • and make outbound calls as required in either English or Spanish.

  • Manage escalations that, due to the level of complexity of the process, may need to be escalated to other Areas of the organization depending on the situation.
  • Handle routine self-audits to verify all the information.
  • Organize and participate in team coordination meetings and training sessions.
  • Maintain a high level of confidentiality related to business or employee information protected by company policy and federal / state regulations.
  • Qualifications

  • Technical Degree or Similar studies in the HR Area (must)
  • Previous experience in the Payroll processes for North America and / Latin America
  • Equivalent experience in Shared Services Departments (plus)
  • Customer service experience in a similar environment or IT help desk is a must.
  • Knowledge in tools like Workday, eStart, ADP.
  • Effective operational proficiency or advanced English Level.
  • An additional level of Portuguese or French will be considered a plus.
  • Written and verbal communication skills to provide accurate, clear and diplomatic responses to inquiries.
  • Research and analytical skills to review and / or troubleshoot routine situations.
  • Technical aptitude for navigating and instructing others on Workday processes.
  • Strong skills using MS Office (Word, Excel, Outlook)
  • Working Conditions

  • Office / home environment.
  • Majority of time will be spent on feeding / reviewing the Information Systems and answering inquiries to employees and / or managers and running follow ups on the same.
  • LATAMCNX

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