Human Resources Call Center Representatives

Our client, a world-renowned cancer treatment and research center is seeking Human Resources Call Center Representatives for a Workday Implementation project.

• This is a long-term temp position.
• This is hybrid position.
• The work schedule is Monday – Friday,  8am – 4pm or 11am – 7pm.
• The pay rate is $23.00 per hour.

Duties: 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 MSK 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.

Skills: Required Skills & Experience:

-Customer Service experience and/or aptitude.

Two (2) years of experience in a Business Environment.

Education: Required Education:

-HS Diploma/GED required;  Preferred: Associate's Degree or Certified Vocational Training in HR or Communication.