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Hr Contact Center Representative

Company

OneSource Virtual
Address , Remote
Employment type FULL_TIME
Salary
Expires 2023-10-07
Posted at 9 months ago
Job Description
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at
www.onesourcevirtual.com
.
The Contact Center Representative is responsible for supporting the Benefit & Employee Services Team and utilizing Workday and Zendesk ticketing technologies. There may be language requirements for this position in addition to English. Fluency written/spoken in Spanish highly preferred.
Essential Functions/Duties/Responsibilities
  • Provide professional and timely service to internal and external customers
  • Provide Workday platform navigation and access assistance to contact center requests.
  • Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate
  • Form strong partnerships within the department and organization
  • Effective communication skills via telephone, email and in-person
  • Meets or exceeds all performance standards
  • Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
  • Assumes other duties as assigned by Manager
  • Identify and document areas of improvement or innovation through process change or automation
  • Participate in ongoing training relative to the functional area
Competencies
  • Analytical skills; strong research and follow up skills
  • Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
  • Ability to work independently and as part of a team
  • Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills
  • Effective communication skills via telephone, email and in-person
  • Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
  • Ability to multi-task
  • Must be willing to adapt and display positive attitude
  • Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues
  • Maintain punctuality and adherence to set schedule with extra hours as needed
Supervisory Responsibility
This role does not have supervisory responsibilities
Qualifications and Experience
  • Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
  • HS Diploma required
  • Must have ability to learn basic Employee Self Service functionality for Workday platform
  • 1-2 years of customer service or related experience and/or training
  • See summary for language preferences
Preferred Skills
  • Bachelor’s degree preferred
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.