Sr Manager, Contact Center - SurePayroll - Paychex

Help simplify a complex world for our customers and partners by delivering a world-class experience through a team of supportive, knowledgeable, proactive, and approachable experts.

• Provides the strategic direction and leadership to the contact center organization responsible for achieving best in class service.
• Develops customer-centered goals and KPI’s to measure success and productivity. Consistently monitors and holds the organization accountable for achieving results.
• Drives customer retention through KPIs and an engaged workforce. Proactively seeks data and client feedback to inform new processes and solutions.
• Develops strong partnerships across the enterprise to share best practices, business challenges, and innovative solutions that enhance the customer experience.
• Develops and drives metric based reporting for executive leadership that report progress and outline opportunities.
• Maintains relevancy of industry best practices through external networks and research. Understands the HCM competitive landscape.
• Recruit, hire and inspire a diverse, inclusive team, and create a culture of shared purpose, empowerment, and achievement, while coaching and developing game-changing talent.

• Bachelor's Degree - Preferred
• 3 years of experience in Leading contact center managers, supervisors and individual contributors
• 5 years of experience in Inbound contact center experience.
• Strong verbal communication and listening skills.
• Demonstrates customer service skills.
• Effective leadership skills.
• Demonstrates a high commitment to quality.