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