Original listing text, shown exactly as published by the company.
Principal Duties and Responsibilities
- Supervise a team of Tier 1 representatives supporting Workday HCM transactions and inquiries.
- Monitor daily workflow, case queues, service levels, and staffing coverage to ensure timely response and resolution.
- Coach, develop, and provide regular feedback to team members on quality, productivity, and customer service.
- Identify knowledge gaps and coach associates to meet performance expectations
- Review complex or aging cases to ensure appropriate follow-up, escalation, and resolution.
- Partner with Tier 2 teams to resolve issues and eliminate repeat contacts.
- Use Workday Case Management to track trends, identify root causes, and support process improvement.
- Ensure team adherence to SOPs, quality standards, and HR confidentiality requirements.
- Support onboarding, training, and ongoing knowledge development for Tier 1 representatives.
- Promote a culture of accountability, continuous improvement, and employee engagement.
- Updates SOPs and process manuals for the department.
- Support hiring and training of Tier 1 associates.
Minimum Requirements/Qualifications
- 2 years’ experience in a people leadership role.
- 2+ years of experience in shared services, HR operations, or HRIS support.
- 1+ years of experience supporting Workday HCM in a service center or HR operations environment.
- Experience using Workday Case Management or a similar case platform.
- Prior experience coaching, mentoring, or supervising staff.
- Strong understanding of HR transactions, case handling, and service delivery metrics.
- Excellent communication, organization, and problem-solving skills.
- Ability to manage sensitive employee data with discretion and professionalism.
- Strong Microsoft Office knowledge (Outlook, Excel, PowerPoint, Word)
Preferred qualifications
- Experience leading Tier 1 support in a large, multi-site, or enterprise environment.
- Familiarity with SLAs, KPIs, case aging, and first-contact resolution metrics.
- Experience supporting knowledge management, process improvement, or continuous learning programs.
- Experience in a shared services environment during transformation or organizational change. Ability to always exercise confidentiality and discretion.
- Strong interpersonal, verbal and written communications skills.
- Able to communicate with all levels of associates and management.
Start Rate = $68,000- $86,500 based on experience plus 10% bonus
The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO, paid holidays annually, and an employee stock purchase plan.
Our success is a team effort — When we reach our goals, you’ll be eligible for a yearly bonus!
