Duration: 6 months to start
Job Summary:
Responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to employees focused on First Touch Resolution. Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function. Responsible for issue identification, case management initiation, issue resolution, and when needed, escalation to appropriate Tier 2 support.
Job Responsibilities:
- Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.
- Provide timely and accurate support through calls, service requests, and case management processes.
- Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes.
- Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.
Tier 1 Support and Resolution:
- Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses.
- Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
- Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
- Document issues and identify appropriate actions to resolve inquiries.
- Obtain supervisory input to resolve new types of problems.
- Give periodic status reports in written and verbal formats.
- Professionally handle all inbound/outbound inquiries.
- Place out-bound calls to assist with follow-up requirements.
- Problem resolution.
- Provide superior customer service to the employees and managers.
- Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner.
HR Operations and Transaction Support:
- Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation.
- Process Workday transactions for occasional concierge service.
- Perform proactive outbound follow-up communications, as necessary.
- Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
- Collaborate with HR Business Partners and Managers on low complexity issues.
- Train New HR Resource Center Representatives.
HR Knowledge Base Content:
- Support Development of HR Knowledge base content.
- Stay current on all new & upcoming System functionality; Policy and Procedure, Regulatory and Compliance changes for the purpose of informing business and resource center.
- Partner with HR Business partners and Center of Expertise to understand all new and existing policies.
Projects and Process Improvement:
- Provide continuous feedback to manager about trends, processes, and opportunities for improvement.
- Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
- Assist with testing of enhancements to key HR applications and related processes; ensuring system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR.
Skills:
Required Skills & Experience:
- Customer Service experience and/or aptitude.
Preferred Skills & Experience:
- Less than two (2) years of experience in a Business Environment.
Education:
Required Education:
- HS Diploma/GED.
Preferred Education:
- Associate's Degree or Certified Vocational Training in HR or Communication.
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