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