Associate, People Solutions Center (front line service)

at  Concentrix

Job Title:
Associate, People Solutions Center (front line service)
Job Description
The PSC Rep will provide a fanatical staff experience that is positive, pro-active, and professional through the phone and chat. The PSC Rep will provide insight and feedback to PSC Supervisor for ongoing process improvement. The PSC Rep use a best-in-class data-driven, fact-based approach that supports the employee by providing relevant, timely, and comprehensive answers to their general game changer inquiries within the phone.
In addition, the PSC Rep will support and guide game changers and people managers to increase their confidence and ability to address their game changer inquiries themselves, by solving their queries within the phone and chat. If an additional level of support is required as level 2

• Assist Game changers through phone and chat with general game changer inquiries as needed.
• Resolve General Game changer 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 phone calls 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
• Act as level 2 working tickets and supporting level 1 agents
• Take escalated calls from level 1 agents