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Case Specialist
2 months ago
The People Solutions Center Representative is the first People Solution point of contact for all employees. They provide advice, guidance and direction on any and all people related queries.This role will process Religion and Medical Accommodations under the Americans with Disability Act. This person will also support the Canada return to work process for staff with expiring leaves of absences.
- 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
- Skills & Qualifications
- 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
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