The Senior Shared Services Representative provides a high touch client experience by delivering Workday, Saba, Taleo and technology support as well as call coaching and quality review of client requests. The position is the point of contact for the accurate and timely resolution of MyHR Tier 2 complex and urgent requests .
Conducts quality review of phone calls and transaction work to ensure quality service and standards are met and identify areas where improvement can be achieved. Evaluates and records the review of phone calls and emails for uniform application of guidelines and procedures.
Create monthly reports on the representatives' performance and identifies developmental opportunities and process improvement opportunities
Performs research on problems, separating the symptoms from the actual cause, and identifies corrective measures. Implements and documents solutions.
Offer a high touch client experience by managing escalated, technical, and urgent system and reporting requests through completion and within established workflows, SOPs, and protocol. Ensures necessary follow-up to improve client satisfaction.
Develops, delivers, and maintains Workday data and reporting solutions to address client requests.
Actively participates in the Workday project life cycle, with a strong emphasis in testing and deployment activities.
Collaborates with the Workday and HRIS Business Services team to support Workday functionality and perform all administrative functions required to service clients
Partner with HR clients to confirm/refine business requirements for reporting. Design, develop, and maintain reports to expand the reporting, dashboard, and analytics footprint.
Provides consultative support to employees, managers, the HR partners, Tier 1 reps and Management.
Contributes to knowledge management capital through activities such as sharing documented lessons learned, facilitation of Workday knowledge sharing sessions, and creates knowledge documents.
Mentor Tier 1 reps, onboard trainee representatives, audit trainee cases, and identify training opportunities to enhance trainee's performance.
Work closely with Tier 1 reps to document/identify process improvements and current trends/issues to improve the client experience while gaining operational efficiency and productivity.
Participate in projects and lead MyHR internal projects.
Ability to work flexible schedule as needed to meet business needs
This position reports to the Assistant Vice President, HR Shared Services. POSITION QUALIFICATIONS
Proven data analytics and reporting knowledge required
Minimum of 3 years of relevant client interaction skills with a progression of resolving more complex and challenging client interactions.
Minimum 1 year of call coaching experience
Minimum of 2 years of Workday administration
Minimum of 3 years of customer service skills with a progression of
Proven success in monitoring calls/providing feedback/coaching representatives
Handling more complex and challenging client interactions.
Strong Microsoft Word, Excel, PowerPoint skills
Bachelor's Degree required or equivalent work experience
Project management skills
Creation of test scripts
Exceptional client satisfaction skills
Excellent problem-solving skills, analytical skills and communication skills
Ability to multi-task and prioritize work assignments and projects based on urgency and severity
Ability to adapt to a fast-paced, changing environment
Strong written and verbal communication skills
Demonstrated coaching skills
Ability to work in a team environment
Continuously strives to provide superior products and customer service
Displays technical and functional competence and expertise
Demonstrates self-awareness and embraces feedback
Proactively looks at new and different ways of approaching work
BENEFITS Medical, dental, vision, and prescription plans Competitive salary 401k Attractive Paid Time Off (PTO) Life and disability insurance Tuition assistance program Wellness discounts PHILANTHROPIC OPPORTUNITIES Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.
As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.
TRAVEL Travel will be required to other offices. Approximately 10% or less.
Every day, Guardian provides Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2018 included $8.5 billion in capital and $1.6 billion in operating income. For more information, please visit guardianlife.com or follow us on Facebook, LinkedIn, Twitter and YouTube.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
Guardian® is a registered trademark of the Guardian Life Insurance Company of America.