Hr Contact Center - Associate

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Operations

Management Level

Associate

Job Description & Summary

A career in our Human Resources Function practice, within People and Organisation services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our clients can maximise their return on the overall investment in human capital. You’ll gain a tremendous depth of expertise in all aspects of human capital, including creating sustainable value through people culture and change, designing compensation and retirement strategies, and improving human capital operations.
Our team helps our clients assess and improve the effectiveness of their Human Resources functions in enabling the business to maximise return on their human capital. You’ll focus on assessment and enhancement of an organisations Human Resources functional capability through policy change, process optimisation, and performance monitoring.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As an Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Invite and give in the moment feedback in a constructive manner.
• Share and collaborate effectively with others.
• Identify and make suggestions for improvements when problems and/or opportunities arise.
• Handle, manipulate and analyse data and information responsibly.
• Follow risk management and compliance procedures.
• Keep up-to-date with developments in area of specialism.
• Communicate confidently in a clear, concise and articulate manner - verbally and in the materials I produce.
• Build and maintain an internal and external network.
• Seek opportunities to learn about how PwC works as a global network of firms.
Uphold the firm's code of ethics and business conduct.

Role Responsibilities

Act as first point of contact for employee concerns related to HR matters through a variety of channels

Caseworker with high level knowledge of all HR matters

Solve on contact using knowledge and resources or direct to subject case matter expert

Leverage firm resources and experience to build knowledge

Escalate red flags to supervisors

Consult employees on available self serve resources

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required:

High School Diploma

Minimum Years of Experience:

1-4years

Basic Knowledge/Skills:

Demonstrates some knowledge and/or a proven record of success in the following areas:

Identifying and understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods;

Make decisions and solving problems independently, expectation to consult with a supervisor on more difficult issues;

Ability to identify common trends or opportunities and can suggest proactive process improvements;

Empathy to understand and relate to customers' emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful;

Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word, ServiceNow), Workday and other firm sponsored web-based technologies;

Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner;

Time zone availability is important

Preferred Qualifications :

Degree Preferred:

Bachelor Degree

Preferred Knowledge/Skills:

Demonstrates some knowledge and/or a proven record of success in the following areas:

Experience working in customer service and/or a Contact center, Human Resources or working with employees located in the US

Working with confidential data

Display a positive attitude. Seeking candidates who exhibit optimism, enthusiasm, and a willingness to go the extra mile to ensure customer satisfaction.

Adapting to a rapidly changing environment or changing circumstances that can remain composed, and adjust their approach as needed;

Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);

Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs;

Ability to identify common trends or opportunities and can suggest proactive process improvements

Shift timings

9:00pm to 5:30am IST

6:00pm to 3:30am IST

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required: Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

May 30, 2024