PwC IndiaEmployer profile
HR Contact Center - Senior Associate
Location not specified · Experience not specified
Experience- Experience not specified
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 12 Sept 31
About this role
Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Operations
Management Level
Senior 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 a Senior 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:
- Use feedback and reflection to develop self awareness, personal strengths and address development areas.
- Delegate to others to provide stretch opportunities, coaching them to deliver results.
- Demonstrate critical thinking and the ability to bring order to unstructured problems.
- Use a broad range of tools and techniques to extract insights from current industry or sector trends.
- Review your work and that of others for quality, accuracy and relevance.
- Know how and when to use tools available for a given situation and can explain the reasons for this choice.
- Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
- Use straightforward communication, in a structured way, when influencing and connecting with others.
- Able to read situations and modify behavior to build quality relationships.
- Uphold the firm's code of ethics and business conduct.
Role Responsibilities
● Provides oversight of Associates who provide initial intake of cases
● Caseworker with deep knowledge of specific product(s), taking any cases that cannot be resolved on first contact
● Stays with the employee as the case moves through different stakeholders until the issue is resolved
● Coordinates with Manager in situations with higher sensitivity or risk
Job Requirements and Preferences:
Basic Qualifications:
Minimum Degree Required:
High School Diploma
Minimum Years of Experience:
5+ Years
Basic Knowledge/Skills:
Demonstrates some knowledge and/or a proven record of success in the following areas:
● 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), Workday, ServiceNow 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;
● Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat);
● Overseeing the resolution of high priority issues to ensure a timely, complete resolution that meets/exceeds customer expectations;
● Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue
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;
● 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
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