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As a PSC (People Service Center) Agent, you'll be part of a modern, AI-enabled service delivery team that combines technology with human expertise to deliver exceptional employee experience. You'll work alongside AI tools to resolve employee inquiries while continuously improving our knowledge base and eliminating friction in employee journeys. All Tier II analysts require: HR knowledge + strong technology aptitude.
Job Responsibility:
Handle escalated and complex HR cases requiring interpretation, judgment, and investigation
Provide feedback on Level 1 agent friction points on challenging cases
Partner with HRBPs and COEs on sensitive employee situations
Identify systemic issues and friction points, recommend process improvements
Lead knowledge article creation for complex topics
Serve as AI tool super-user and train others
Requirements:
Bachelor’s degree completed – mandatory
Proficiency in Microsoft Office – mandatory
English from intermediate level – mandatory
HR experience - mandatory
Understanding of HR policies, processes, and employee lifecycle
Ability to interpret and apply HR guidelines appropriately
Employee-first mindset and service orientation
Comfortable working with multiple digital platforms and AI tools
Quick learner of new technologies and systems
Continuously update and improve knowledge articles
Document solutions and best practices
Identify gaps in knowledge base
Focus on identifying root causes, not just solving individual cases
Surface systemic issues for process improvement
Think beyond the immediate problem to prevent future occurrences
Advanced judgment
Focus on Problem-solving and continuous improvement
Innovation and Analytical thinking
Coaching ability
Strategic thinking
Experience with workflow automation and digital tools (including but not limited to: Python, Knime and PowerBI)
Nice to have:
Knowledge of automation tools – desirable
Experience with customer service and HR systems – desirable