Business Support Center Rep Location: Third Avenue, NY Duration: 6 Months Pay: $22/hr - $24/hr (DOE) The Planet Group is looking for a Business Support Center Representative, who will be 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. Responsibilities: • Adaptable, resourceful, and comfortable with change: Able to work effectively in a fast-moving, "startup-like" environment supporting a major Workday ERP implementation. The primary responsibility will be serving as a Resource Center Representative, but candidates must be willing and able to flex into other responsibilities as project and go-live needs evolve. Candidates should be comfortable learning on the fly, troubleshooting unfamiliar issues, and adapting as processes and information change. • Persistent, accountable, and solutions-oriented: Takes ownership of employee cases from initial contact through resolution. Able to follow up with busy back-end support teams, advocate appropriately for the employee, escalate when necessary, and persist until an issue is resolved or appropriately handed off. • Organized and able to prioritize a high-volume workload: Comfortable managing multiple open cases and competing priorities, exercising sound judgment regarding urgency, follow-up, escalation, and where to focus attention during a high-volume ERP go-live and hypercare period. • Go-live availability: Go-live availability: Candidates must be available to work on December 31 (New Year's Eve) and January 1 (New Year's Day), the ERP go-live date. Will also need to work Sat 1/2, Sun 1/3 and Sat 1/9, Sun 1/10. Otherwise work normal shift schedule will be Mon-Fri • 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. • Less than two (2) years of experience in a Business Environment. • Education: HS Diploma/GED. • Preferred Education: Associate degree or Certified Vocational Training in HR or Communication. • Strongly preferred: Previous experience with Workday and/or ServiceNow, particularly Workday Finance or Supply Chain functionality. • Schedule & work location: Candidates must be available to work an assigned 8:00 a.m.-4:00 p.m. or 11:00 a.m.-7:00 p.m. shift. The anticipated work arrangement is remote during November-December, 100% on-site during January-February for go-live/hypercare, and likely transitioning back to remote beginning in March. The overall role should be considered hybrid, and candidates must have the flexibility to work on-site when business or project needs require. Go-live availability: Candidates must be available to work on December 31 (New Year's Eve) and January 1 (New Year's Day), the ERP go-live date. Will also need to work Sat 1/2, Sun 1/3 and Sat 1/9, Sun 1/10. Otherwise work normal shift schedule will be Mon-Fri • Strong customer service and communication skills: Excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.