HR Service Center Specialist

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual's global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company's solution at www.onesourcevirtual.com.

Position Summary/Objective

In this role you'll be responsible for administration of HR-related queries and execution of HR transactions within the customer's Workday tenant. You'll receive inquiries through case management, email, and phone calls, and are the first point of help for HR support across multiple customers and countries. You'll resolve HR requests using documented troubleshooting and process documents. HR Service Center Specialists will work with other internal groups and third parties in order to provide effective support to our Workforce Administration customers.

Essential Functions/Duties/Responsibilities

• Serves as initial point of contact, responsible for accurate and timely resolution of customer inquiries and requests that are received via phone and email. The inquiries may be related to personal data processing, initiating HR transactions, pay and leave support, and HR policy and procedure support, etc.

• Processing Workday transactions such as data and job changes, position management, job profiles, reimbursements, pay increases and bonuses. These may include additional research and ongoing case work.

• Manages end to end HR processes, including terminations, onboarding, and leaves of absence.

• Provide Workday transactional assistance and guidance for managers and HR representatives to enable them to execute business processes.

• Leveraging your computer navigation skills to toggle between multiple screens and systems to provide answers and support. This include assisting the caller in navigating the Workday system as well.

• Uses case management tool to accurately capture, track, and follow-up on inquiries. Understands scope of services, researches complex inquiries, and escalates issues to appropriate next level of support as needed.

Competencies

• Preserves confidentiality of employee personal data.

• Demonstrated critical thinking, strong attention to detail, and problem-solving skills.

• Curious-minded, self-motivated, and results-oriented with the ability to be proactive and take initiative.

• Customer-focused.

Supervisory Responsibility

This position has no direct supervisory responsibilities, but may work with other OSV departments.

Qualifications and Experience

• 3+ years of HR experience, with an emphasis in HR or personnel administration or HR service center operations.

• 1-3 years of customer service experience preferred.

• Understanding and working knowledge of broad HR functional areas and business processes.

• Functional knowledge and proficiency in HR Management Systems (Workday preferred).

• Strong customer service skills and ability to communicate (written and verbal) with all levels of the organization, both internal and external.

• Anticipates problems (and escalates when appropriate), demonstrates strong prioritization and organization skills, analytical, detailed, and acts to complete tasks accurately and on time.

• Self-motivated, proactive and capable of working on own initiative with limited supervision

• Proven ability to perform with a high degree of accuracy and highly confidential data.

• A self-starter with excellent communication skills (verbal and written) and the passion to provide the highest level of customer care and satisfaction.

• Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment.

• Ability to multi-task using several Windows applications at once while assisting a customer on the phone.

Preferred Skills

• College degree or equivalent experience.

• Prior HR service center experience

• Self-directed management of work and results

• Flexible in a changing environment

• Workday leave of absence experience a plus

• Proficient in Microsoft Office Suite (Outlook, Word, Excel)

#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.