COBRA Supervisor

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 unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

This position supports the Employee Services Team and utilizes Workday, Zendesk, NICE InContact and Salesforce technologies. This position may be responsible for managing schedules, performance and workload balancing for Specialists across multiple locations supporting the assigned customer team.

Essential Functions/Duties/Responsibilities

• Oversee workload balancing for Employee Services Specialists within assigned customer team
• Manage performance reviews and time off for direct reports
• Manage call and case queues for all contractual SLAs and performance KPIs to include reply time, agent availability and skilling, resolution, handle times for assigned customer team agents
• Assist with other customer teams as needed during peak times
• Effective communication skills via telephone, email and in-person
• Handle tier 1 escalations within assigned customer team
• Reporting of service delivery issues to leadership team
• Utilize tools to drive agent availability, reduced handle times, increased First Contact Resolution, and to keep contractual SLAs within acceptable range
• Form strong partnerships with Team Manager, Team Account Manager, and Team Specialists, and organizations supporting service delivery (IT, Payroll, AMS, etc.)
• Communicate with other Team Service Delivery Supervisors to achieve consistency of process and execution
• Identify and document areas of improvement or innovation through process change or automation
• Taking calls and cases as needed during peak times
• Meets or exceeds all performance standards
• Must safeguard sensitive information and uphold all security standards
• Assumes other duties as assigned by Manager

Competencies

• Analytical skills; strong research and follow up skills
• Ability to multi-task
• Detail-oriented
• Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
• Flexible in changing environment
• Strong written and verbal skills
• Work with tight deadlines
• Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
• Ability to work independently and as part of a team
• Must be willing to adapt and display positive attitude

Supervisory Responsibility

This role does have supervisory responsibility

Qualifications and Experience

• HS Diploma required
• 2-4 years of customer service or related experience and/or training. 
• Must have ability to manage to contact center Service Level Agreements and display mastery of contact center management tools
• Maintain punctuality and adherence to set schedule with extra hours as needed
• Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)

Preferred Experience

• At least 1 year leadership experience preferred.
• Bachelors degree

#LI-REMOTE

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.