UNIVERSITY OF WASHINGTON
Specification for Class
ISC CUSTOMER SERVICE REPRESENTATIVE SUPERVISOR
UW CODE AND REPRESENTATIVE GROUP
17188 (E S SEIU 925 Supervisory)
CLASS SERIES CONCEPT
The Integrated Service Center (ISC) provides single point of contact for high volume HR/Payroll inquiries at the University of Washington. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll.
BASIC FUNCTION
Working in the ISC, supervise ISC Senior Customer Support Representatives (Sr. CSRs) and ISC Customer Support Representatives (CSRs) who work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll. Provide assistance and support to Sr. CSRs and CSRs to troubleshoot system and/or procedure issues. In addition, as needed, as a working supervisor, the CSR Supervisor will perform Tier 1 front-line "service desk" support work for users of Workday HCM software and customers of the University’s HR/Payroll processes.
DISTINGUISHING CHARACTERISTICS
With delegated authority, interview and recommend the selection of applicants, conduct training, assign and schedule work, act upon leave requests, conduct annual performance evaluations and recommend disciplinary actions.
Under direct supervision and through the structure provided by ServiceNow case management software, operate as a member of a team dedicated to executing Tier 1 customer support functions within the ISC framework. Contact with customers is primarily transactional in nature, but may occasionally problem solve directly with customer to determine the appropriate Workday process. Provide assistance and support to employees in the ISC Sr. CSR and CSR roles to troubleshoot system and/or procedure issues.
TYPICAL WORK
Supervise staff including interviewing and selecting new staff, reviewing and approving leave requests, conducting performance evaluations, determining and implementing corrective and disciplinary actions;
Ensure staff adheres to ISC processes and workflow;
Monitor the first point of contact experience for resolution of HR and Payroll inquiries directed to the ISC by the University's faculty, staff and student workers. Participate in escalated resolutions as needed to ensure full resolution of issues.
Monitor customer satisfaction and adjust service delivery protocols based on pertinent feedback.
Represent Tier 1 in cross-team meetings, and communicate information and training back to the team.
Perform front-line "service desk" support, serving as the first point of contact for resolution of HR and Payroll inquiries directed to the ISC by the University's faculty, staff and student workers.
Act as "Queue Manager" to triage and escalate issues to the appropriate place for resolution.
Utilize ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Escalate issues to Tier 2 specialists within the ISC as well as in Central Business Units (CBUs) external to the ISC as required.
Use ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Support periodic Workday update processes, including testing of employee self-service functions.
Lead the identification and verification of additions/changes to the ISC working repository of knowledge content.
Assist in developing and verifying relevant content to support ISC training.
Work with Tier 2 and Tier 3 teams to identify and implement process improvement opportunities within the ISC.
May perform the work of an ISC Senior Customer Service Representative or ISC Customer Service Representative.
Perform related duties as required.
MINIMUM QUALIFICATIONS
High school graduation or equivalent
AND
Two (2) years in customer service, telephone sales or problem resolution, including:
One (1) year as an ISC Customer Service Representative or equivalent role
OR
Six (6) months of experience in human resources, benefits, payroll, or other Human Resource
OR
Equivalent education/experience.
CLASS SPECIFICATION HISTORY
New Class Title: 12-1-17; class adopted for UW contract classified staff per negotiation with SEIU Local 925.