Sr. Representative, People Solutions Center

at  Webhelp

LOCATION

Pavas, Costa Rica
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

SKILLS & QUALIFICATIONS

• 1 to 2 years – Customer Service Experience in a similar environment
• Fluent in English and Spanish
• Previous Human Resources Experience is considered a Plus
• Computer literate (Microsoft Office Suite and ability to learn other technology systems)
• Excellent Oral and written communication
• Ability to manage multiple tasks
• Consistent past performance on meeting SLAs and targets
• 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
• Consistent past performance on meeting SLAs and targets
• Minimum high school
  Location:
  CRI San Jose - Jacks
  Language Requirements:
  English (Required)
  Time Type:
  Full time2024-03-29
  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

Please refer the Job description for details