Human Resource Customer Service Representative Supervisor
Last updated: May 22, 2025
UW CODE AND REPRESENTATIVE GROUP
17189 (NE S SEIU 925 Supervisory)
23239 (NE H NI SEIU 925 Supervisory)
CLASS SERIES CONCEPT
The UWHR Workday Help group and the Payroll Office provide 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 UWHR Workday Help group or in the Payroll Office, supervise Human Resource Customer Service Representative Leads, Human Resource Customer Service Representative Seniors and Human Resource Customer Service Representatives 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 HR CSR Leads, CSR Seniors and CSRs to troubleshoot system and/or procedure issues. As needed, the HR CSR Supervisor will perform 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 case management software such as ServiceNow or AWS Connect, operate as a member of a team dedicated to executing front-line customer support functions within the UWHR or Payroll Office 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 HR CSR Lead, CSR Senior, 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 UWHR or the Payroll Office processes and workflow;
Monitor the first point of contact experience for resolution of HR and Payroll inquiries directed to the Human Resources or the Payroll Office, as appropriate, 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 front-line 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 Human Resources or the Payroll Office, as appropriate, 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 case management software, such as ServiceNow or AWS Connect, to facilitate management of inquiries/issues in accordance with established protocols.
Escalate issues within the HR or Payroll Office as well as in Central Business Units (CBUs) external to the HR or Payroll Office as required.
Use case management software such as ServiceNow or AWS Connect 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 HR and Payroll Office working repository of knowledge content.
Assist in developing and verifying relevant content to support HR and Payroll Office training.
Identify and implement process improvement opportunities within the HR and Payroll Office.
May perform the work of a Human Resource Customer Service Representative Lead, Human Resource Customer Service Representative Senior or Human Resource 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 a HR Customer Service Representative or equivalent role
OR
Six (6) months of experience in human resources, benefits, payroll, or other Human Resource.
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.
CLASSIFICATION HISTORY
12/01/2017: New Class Title; class adopted for UW contract classified staff per negotiation with SEIU Local 925.