HR Shared Services Representative

Job Description:

Responsibilities

• Process employee requests from US Staff in need of religions accommodations as well as medical accommodations under the Americans with Disability Act.
• Understanding of Americans with Disability Act and Title VII of the Civil Rights Act of 1964 (Title VII)
• Perform 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 People Solution Business Partners and People Solutions COEs within your realm of responsibility.
• Facilitate timely and effective resolution of the concern or query in collaboration with other Subject Matter Experts 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 People solutions Center (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

Qualifications & Experience

• 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 (Service-level Agreements) SLAs and targets
• Minimum high school/GED or regional/country equivalence