Business Support Center Representative

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. 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.

Job Title: Business Support Center Representative
Job Location: Remote
Duration: 6+ Months Contract

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.
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.

Preferred Skills & Experience:
Less than two (2) years of experience in a Business Environment.

Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.

Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.

We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.