Business Support Center Rep
Location: Third Avenue, NY
Duration: 6 Months
Pay: $22/hr - $24/hr (DOE)
The Planet Group is looking for a Business Support Center Representative, who will be 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.
Responsibilities:
Adaptable, resourceful, and comfortable with change: Able to work effectively in a fast-moving, "startup-like" environment supporting a major Workday ERP implementation. The primary responsibility will be serving as a Resource Center Representative, but candidates must be willing and able to flex into other responsibilities as project and go-live needs evolve. Candidates should be comfortable learning on the fly, troubleshooting unfamiliar issues, and adapting as processes and information change.
Persistent, accountable, and solutions-oriented: Takes ownership of employee cases from initial contact through resolution. Able to follow up with busy back-end support teams, advocate appropriately for the employee, escalate when necessary, and persist until an issue is resolved or appropriately handed off.
Organized and able to prioritize a high-volume workload: Comfortable managing multiple open cases and competing priorities, exercising sound judgment regarding urgency, follow-up, escalation, and where to focus attention during a high-volume ERP go-live and hypercare period.
Go-live availability: Go-live availability: Candidates must be available to work on December 31 (New Year's Eve) and January 1 (New Year's Day), the ERP go-live date. Will also need to work Sat 1/2, Sun 1/3 and Sat 1/9, Sun 1/10. Otherwise work normal shift schedule will be Mon-Fri
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…