Overview

　　Lead customer facing support operations department, with responsibility for managing contacts with SurePayroll customers through phone calls, chat, email, messaging. The group interacts with clients regarding their account setup, payroll processing, payroll tax and service issues, and product troubleshooting. Oversee the daily operations of the contact center and remote customer support employees, ensuring efficiency and exceptional service levels. Deliver outstanding service quality. Streamline processes and operations while increasing quality by deploying a range of strategies: nearshore/offshore, automation, AI technologies, and predictive analytics. Foster a culture of continuous improvement and leverage performance metrics make data-driven decisions.

　　Responsibilities

　　Recruits, selects, hires and evaluates performance of management personnel to ensure all department needs are handled appropriately for the Customer Care, Implementation, and Operations departments. Counsels and develops leadership staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.Prepares the operating needs and budget for the Customer Care, Implementation, and Operations departments and analyzes interdepartmental reports as they relate to the cost center.Manages customer service and operation efficiency programs to maximize service levels and continually improve operational efficiency and responsiveness to customer's needs.Maintains strong working relationships with critical business partners in Technology, Sales, Finance and the Executive Team in order to remove obstacles conflicting with payroll processing, client service and financial goals.Manages new account implementation team responsible for vetting new clients for potential fraud and risk and setting up new client accounts accurately and timely to ensure a smooth payroll process for new clients.Manages team responsible for escalated client issues and clients that have multiple open issues to ensure all issues are resolved to the client's satisfaction to help maintain the highest level of client retention and prevent issues with tax recordkeeping and filings.Manages customer contact center handling inbound contact with clients regarding payroll processing, online account and tax related issues.Manages operations team responsible for all ACH and bank transfer processing for payroll operations and tax payment processing.Plans and develops systems and procedures to improve operating quality, productivity, and efficiency of the group.Monitors, records, analyzes and reports on activities, trends, results, and recommendations regarding the group's activities to ensure service levels are met with internal and external clients.Manages and improves processes, leveraging automated customer contact capabilities in CRM system SalesForce.com.

　　Qualifications

　　Bachelor's Degree - Required8 years of experience in leading contact center operations.3 years of experience in excellent communication skills, both written and verbal. Proven conflict resolution skills.3 years of experience in familiarity with process improvement and automation a plus.