Job Title:

Sr. Representative, People Solutions Center

Job Description

In charge of validating and auditing terminations in different countries in the system, ensuring that the processes are executed correctly, according to the legislation and requirements of each country.

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 scopeFocus on first time resolution, not directing employees to other functions but providing a high level of customer service and supportKnow 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 valuesMaintain strong relationships with PSBPs and PS COEs within your realm of responsibilityFacilitate 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 appropriateIdentify 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 environmentAdvance Excel and/or Power BI skillsData interpretation and analysisEffective operational language proficiency or advanced English LevelAdvanced language proficiency in assigned Country specific responsibilities.Well-developed planning and organizational skills, with a proven ability to prioritize tasks and effectively manage your workloadComputer literate (Microsoft Office Suite and ability to learn other technology systems)Excellent customer service skillsExcellent Oral and written communicationWell-developed problem-solving skills, with the ability to construct, document and communicate answers to questions.Ability to manage multiple tasksConsistent past performance on meeting SLAs and targetsMinimum high school

 

Behavioral Competencies

Entrepreneurial in ActionBe Agile, Be AdaptiveBe Great TogetherBuild Character, Grow PeopleConnect and CareDare to ImagineSolution Mindset 

Location:

COL Bogota - Oficinas y terrazas de

Language Requirements:

English (Required)

Time Type:

Full time

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