Employee Service Centre Specialist

OneSource Virtual; Northern Ireland; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global services provider is seeking an Employee Service Centre Specialist to support the US Benefits & Employee Services Team using Workday and Salesforce. Responsibilities include client support, maintaining communication, and performance metric goals. Candidates should have at least 2 years of administration experience and excellent English communication skills. This position is full time based in Northern Ireland.

Benefits

Professional development opportunities

Values-based culture

Upward mobility

Qualifications

• 2+ years of administration experience is required.
• Must possess excellent communication skills in English, both written and verbal.
• Intermediate Excel skills are necessary.

Responsibilities

• Provide professional and timely service to internal and external customers.
• Support team goals for performance metrics and service level agreements.
• Participate in ongoing training related to the functional area.

Skills

Customer service experience

Analytical skills

Effective communication skills

Proficient PC Skills

Education

2+ years of administration experience

Intermediate Excel experience

Advanced Proficiency in Microsoft Office

Tools

Workday

Salesforce

Microsoft Office

Job description

Employee Service Centre Specialist

UK-NIR-Derry | Full time

Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scales with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday’s customer base.

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 unwavering commitment and uncompromising support. OSV’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe.

Summary

In this role you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies.

This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system. You need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.

Responsibilities

• Provide professional and timely service to internal and external customers
• Effective communication skills via email
• Provide Workday platform navigation and access assistance to contact centre requests
• Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
• Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate
• Participate in ongoing training relative to the functional area
• Form strong partnerships within the department and organization
• Identify and document areas of improvement or innovation through process change or automation
• Meets or exceeds all performance standards
• Assumes other duties as assigned by Manager

Competencies

• Related working experience in a customer service or helpdesk related role
• Keenness and willingness to learn basic Employee Self Service functionality for Workday platform
• Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplace
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Ability to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
• Analytical skills; strong research and follow up skills
• Ability to multi-task
• Professional communication skills
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)
• Ability to work independently and as part of a team
• Must be willing to adapt and display positive attitude

Qualifications

Education/Certification Requirements

Required

• 2+ years of administration experience
• Excellent communication skills both written and verbally in English
• Intermediate Excel experience
• Advanced Proficiency in Microsoft Office
• Ability to prioritize tasks

Preferred

• Experience in Employee Benefits
• Call Center experience
• Workday and/or Salesforce experience
• Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.

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.