Supervisor, Customer Service - SurePayroll

Supervises and directs SurePayroll CSR's in the provision of payroll services to clients. Provides leadership and technical advice on product/system to resolve problems. Provides coaching to CSRs and manages performance, including conducting performance evaluations. Responsible for developing and improving the daily work duty skills. Develops a strong understanding of the skill levels of each employee and properly applies those skills to maintaining productivity levels. Establishes and maintains positive image with clients and Specialists. Plays active role in recruiting and interviewing potential new hires.

Responsibilities

Supervises, coaches and develops staff; assigns, directs, and checks the work of assigned personnel to ensure quality client service.

Provides expertise to resolve client concerns and policy or procedural issues. Collaborates with appropriate personnel to identify and resolve system problems.

Establishes and maintains a positive, professional relationship with clients. Contacts tax agencies as needed. Fosters a cohesive relationship between service team and other departments to maintain a unified approach to management.

Makes hiring recommendations and evaluates performance; recommends merit increases, promotion or termination, and disciplinary action to maximize organization performance. May act independently of Manager.

Supervises knowledge level and skillset of personnel; recommends, implements, and monitors on-the-job training and education to further professional advancement of assigned personnel.

Maintains knowledge of changes in payroll laws, policies and procedures to further personal professional development. Reviews and recommends changes to maintain the integrity of the payroll system.

Partners with recruiting related to interviewing, and hiring to ensure that the best possible talent is hired.

Works with client's to resolve issues and review payroll service as needed to insure the company maintains the highest levels of client retention. Assists Manager to meet revenue and retention goals.

Plans, coordinates, and organizes quarter- and year-end processes to provide accurate and timely tax documents to clients.

Qualifications

H.S. Diploma - Required

Associate's Degree - Preferred

at least 2 consecutive years of experience in leadership call center role