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