Concentrix
Location
Gurgaon | India
Job description
The People Solutions Centre is responsible for ensuring all cases are processed and handled timely for North America backoffice tasks and keeping stakeholders appraised of the needs of the business with a focus on business intelligence and process improvement.
This role will handle administrative backoffice functions for the People Solutions team, including Canada Immigration, Canada Leave of Absence, US Accommodations, US Unemployment, and payroll assistance, with the intention to grow and take additional services. Key Responsibilities: Responsible for the day-to-day supervision of a group of PSC Representatives and PSC Specialists including performance and attendance monitoring in accordance with organization policy and applicable legal requirements Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment Ensure service delivered to our SOP meets contractual Key Performance Indicator (‘KPIs’) expectations Provide subject matter expertise in handling escalated employee calls and escalated cases. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities Stay current on internal work processes, policies and procedures. Attend required manager development training Promote the Concentrix values through both behavior and attitude, including being an advocate for team members Partner with local People Solutions and PSC Leadership for complex cases. Meet performance metrics and service level agreements as defined in SOP. Should be able to perform the designated activities with high degree of ownership to support business & CNX employees Desired Skills Previous success in leadership experience 2-years experience in North America human resources. (mandatory) Candidate should have working knowledge of Workday, RAMCO, other CNX tools. Excellent verbal & written communication. Detail oriented and excellent presentation skills. Strong decision-making and judgmental skills. Experience implementing Process Improvement Initiatives. Six Sigma experience is a plus. Proficient with MS office (PowerPoint, Excel, Word, etc.). Willingness to work in North America Eastern Time Zone. Graduation in any discipline. Self-starter, sense of urgency, and works well under pressure. Strong attention to detail.Job tags
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