About this role
Operational Excellence Responds to chats through the virtual agent capability and ensures adherence to response and resolution timeliness Provides advice to HR-related matters covering all bases of HR support resolutions Triages transactions to Tier 2 accurately and timely Escalates and seeks support on complex HR inquiries and issues to risk manage potential escalations Coordinates with local people services and other workstreams to provide employee experience
Engagement and Recognition Identifies potential improvements in the Chatbot flows Takes part in updating the knowledge base real-time Actively participates in calls, stand-ups and learning sessions to strengthen service knowledge Proactively takes part in delivering good client working relationships
Orange Behavior You take it on and make it happen - Meets deadlines and deliver employee experience You help others to be successful - Takes part in executing projects in Contact Center You are always a step ahead - Develops 1-2 skills to become future-ready (ie. ownership and accountability, problem solving skills, etc)
Risk Actively raises risk concerns and reports near-misses or valid data breaches on a timely manner