HR Service Center Representative (Workday Support) - 6 Month Contract and Hybrid - Manhattan, NY

Job Title : HR Service Center Representative (Workday Support)

Location: Manhattan, NY

Term: 6 Month Contract

Setup: Hybrid working schedule

Hours: 37.5 hours per week, generally Monday Friday

Assigned shift: 8:00 a.m. 4:00 p.m. or 11:00 a.m. 7:00 p.m (Must be available to both shifts)

Work arrangement: Remote work is anticipated in November December, followed by on-site work during the January February go-live support period. Remote work may resume in March, depending on business needs.

Pay Ranges: $20.00 to $22.00/hr

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.

Required Skills & Experience:
-Customer Service experience and/or aptitude.

Preferred Skills & Experience:
-Less than two (2) years of experience in a Business Environment.

Required Education:
-HS Diploma/GED.

Preferred Education:
-Associate's Degree or Certified Vocational Training in HR or Communication.