Business Support Center Rep

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 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.

Required Skills & Experience:

• Customer Service experience and/or aptitude.
• Less than two (2) years of experience in a Business Environment.
• Education: HS Diploma/GED.
• Preferred Education: Associate degree or Certified Vocational Training in HR or Communication.
• Strongly preferred: Previous experience with Workday and/or ServiceNow, particularly Workday Finance or Supply Chain functionality.
• Schedule & work location: Candidates must be available to work an assigned 8:00 a.m.-4:00 p.m. or 11:00 a.m.-7:00 p.m. shift. The anticipated work arrangement is remote during November-December, 100% on-site during January-February for go-live/hypercare, and likely transitioning back to remote beginning in March. The overall role should be considered hybrid, and candidates must have the flexibility to work on-site when business or project needs require. 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
• Strong customer service and communication skills: Excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.