Sr Representative People Solutions Center

About the job

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 Sr. 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 Sr. PSC Reps will provide a fanatical staff experience that is positive, pro-active and professional, they are passionate and committed to consistent process improvement. Sr. PSC Reps are valued for their willingness and ability to solve employee problems.

Sr. 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.

They 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.
• 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.
• Meet monthly KPI’s
• 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.
• Maintaining excellent standards of integrity, professionalism and confidentiality at all times, challenging those whose behaviours 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.
• Understand the weekly and monthly PSC reports