Oversee a high-volume Tier 1 support function leveraging Workday Help and ICON processes, managing a frontline team responsible for employee queries
Job Summary
Oversee a high-volume Tier 1 support function leveraging Workday Help and ICON processes, managing a frontline team responsible for employee queries.
Analyze case data and trends to identify process bottlenecks, opportunities for automation or self-service, and own Tier 1 knowledge articles.
ICON offers a competitive salary, a range of additional benefits focused on well-being and work-life balance, and fosters an inclusive and diverse culture.
Matching Summary
Oversee a high-volume Tier 1 support function leveraging Workday Help and ICON processes, managing a frontline team responsible for employee queries.
Skills & Requirements
Must-have
Workday Help and ICON Case Management
Team leadership and coaching
Service quality and continuous improvement
High-volume HR support operations
Stakeholder engagement and collaboration
Nice-to-have
Solution-oriented approach
Continuous improvement mindset
Empathetic and motivating leader
Familiarity with HR processes
Key Requirements
Experience leading customer service, HR Shared Services, or HR Operations team
Strong understanding of Workday (Workday Help)
Proven ability to manage high workloads
Excellent communication and stakeholder management skills
Data-driven mindset with service metrics analysis experience