What are the responsibilities and job description for the Call Center Support Rep position at Calance US?
We are hiring Call Center Support Rep for a Contract position in Denver, CO
Job Title: Representative 1, TM Support
Details -
Start Date: Targeting September 1st, though we might need a buffer of a week in either direction depending on how our training lands.
Duration: 6-month contracts.
Schedule: We need to cover shifts between 6:00 a.m. and 9:00 p.m. EST.
Duties: The roles will involve handling phones, chat, and managing two of our TMSS queues.
Location: Remote
This position is responsible for answering inbound calls and inquiries in a call center environment from DaVita teammates and leaders with the highest quality of service excellence. Service must be professional and empathetic. Job duties include providing general information, systems support and problem resolution for a variety of Human Resources areas including policy and procedure. This role is expected to provide support that is consistent and accurate while proactively utilizing supporting documents such as Knowledgebase, Village Web and Job Aides. This role is expected to partner with internal/external teams to provide integrated and exceptional customer service and warm transfers.
Time allocation & duties -
Provides ongoing coaching and troubleshooting support to teammates for the Workday HRIS system. - 30%
Provides answers and guidance for general People Services questions and a variety of teammate concerns. - 15%
Identifies and escalates People Services and Workday issues and/or concerns to appropriate departments and leaders. - 15%
Identifies trends and issues with process flows (internal and external teams); makes process improvement recommendations to manager as appropriate. - 5%
Coordinates cross-functional support with internal and external teams including payroll, Welcome Wagon, HRIS and Teammate Relations. - 15%
Logs calls/inquiries into call tracking system and maintains timely and accurate documentation. - 10%
Consistent, regular and punctual attendance as scheduled. -0%
Utilizes Knowledgebase system and Village Web and Job Aides. -5%
Other duties as assigned. - 5%
Total Allocation of Time - 100%
Job Title: Representative 1, TM Support
Details -
Start Date: Targeting September 1st, though we might need a buffer of a week in either direction depending on how our training lands.
Duration: 6-month contracts.
Schedule: We need to cover shifts between 6:00 a.m. and 9:00 p.m. EST.
Duties: The roles will involve handling phones, chat, and managing two of our TMSS queues.
Location: Remote
This position is responsible for answering inbound calls and inquiries in a call center environment from DaVita teammates and leaders with the highest quality of service excellence. Service must be professional and empathetic. Job duties include providing general information, systems support and problem resolution for a variety of Human Resources areas including policy and procedure. This role is expected to provide support that is consistent and accurate while proactively utilizing supporting documents such as Knowledgebase, Village Web and Job Aides. This role is expected to partner with internal/external teams to provide integrated and exceptional customer service and warm transfers.
Time allocation & duties -
Provides ongoing coaching and troubleshooting support to teammates for the Workday HRIS system. - 30%
Provides answers and guidance for general People Services questions and a variety of teammate concerns. - 15%
Identifies and escalates People Services and Workday issues and/or concerns to appropriate departments and leaders. - 15%
Identifies trends and issues with process flows (internal and external teams); makes process improvement recommendations to manager as appropriate. - 5%
Coordinates cross-functional support with internal and external teams including payroll, Welcome Wagon, HRIS and Teammate Relations. - 15%
Logs calls/inquiries into call tracking system and maintains timely and accurate documentation. - 10%
Consistent, regular and punctual attendance as scheduled. -0%
Utilizes Knowledgebase system and Village Web and Job Aides. -5%
Other duties as assigned. - 5%
Total Allocation of Time - 100%