CPS Contact Center Specialist

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