Customer Support Manager
iSolved is the leading provider of fully-integrated, SaaS-based workforce management solution for small to medium-sized companies that require a better way to manage and optimize a workforce. The iSolved solution offers everything an employer needs (Payroll, HR, Benefits Administration, Time Management, Talent Management and Compliance), accessible from one login, anywhere and anytime
Job Overview: HCM Payroll Team Manager is responsible for assisting the Sr. Director in maintaining the daily activities, ensuring efficient processes and provide leadership to a team of Customer Support Representatives.
Duties and Responsibilities:
- Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
- Collaborate with peers to establish best practices
- Mentor team members and identify development needs and coordinate additional training
- Track various metrics to ensure that established levels are achieved
- Manage escalated issues and provide direction
- Build strong customer relationships
- Function as a consultant and business partner with other groups internally and externally
- Responsible for team statistics, including budget and customer retention
- Evaluate CSRs on performance and complete performance review
- Develop and administer corrective action and performance improvement plans
- Collaborate with Sr. Director on team development and succession planning
- Adheres to company and departmental policies.
Minimum Qualifications
- 5 years of experience in payroll industry
- 3 years of experience in people leadership
- Demonstrated strong technical aptitude and capabilities
- Excellent written and verbal communication skills, including fluency in English
- Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
- Demonstrated passion for delivering an outstanding customer experience
Preferred Qualifications:
- CPP or FPC certification
- Software experience, preferably in a SaaS environment.
- Four-year degree or equivalent education and business experience
The selected candidate will be subject to a background and credit check and drug screen upon offer of employment.