Job Title:
Sr. Representative, 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.
Responsibilities
Professionally manage multiple communication channels to engage with and resolve staff queries and concerns.
Performs audits for the different countries in scope to ensure the correct processing of the information and procedures for the process in scope
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
Advance Excel and/or Power BI skills
Data interpretation and analysis
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
Behavioral Competencies
Entrepreneurial in Action
Be Agile, Be Adaptive
Be Great Together
Build Character, Grow People
Connect and Care
Dare to Imagine
Solution Mindset
Internal Career Path Policies (only for current employees):
The game-changers must have the approval of his or her immediate supervisor to apply for the call.
Required tenure: 6 months.
Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
Must not have active disciplinary actions.
The game-changer may participate in only one process at a time.
Comply with the learning paths of the Corporate University.
Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass
The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
Location:
COL Bogota - Cra. 15 #77-50
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents