isolved

IBS Customer Support Director Jobs at isolved

IBS Customer Support Director Jobs at isolved

Sample IBS Customer Support Director Job Description

IBS Customer Support Director



About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers ' who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.


IBS Customer Support Director

Location: Any


Job Summary:

The IBS Customer Support Director is responsible for providing leadership to a team of Managers, Supervisors, and Customer Support Representatives; driving quality and consistency in Customer Support. This role has significant levels of responsibility and accountability for operational delivery and aligning customer service initiatives to support and enhance the objectives of the organization.


Core Job Duties:

  • Mentor team members and identify development needs and coordinate additional training
  • Develop procedures and policies to increase the quality and efficiency of support to customers
  • Empower and engage a Customer Support Team
  • Address complaints by facilitating and documenting conflict resolution discussions
  • Collaborate with the V.P. of Operations on team development and succession planning
  • Continually develop improvements and manage successful change projects
  • Strategically lead and develop a management team to enhance performance by setting clear accountable performance measures
  • Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
  • Maintains documentation for any feedback, coaching, counseling or discipline
  • Conduct interviews
  • Complete and administer associate performance evaluations
  • Assist in ongoing education and training for the services provided by isolved
  • Support staff on the processes necessary for administering services and maintaining compliance
  • Work with staff on proper use of tools and equipment within the facility including computer applications and telecommunication systems
  • Work with staff to improve understanding of duties and build relationships with internal and external customers
  • Assist Customer Support Management as required and performs all other job-related duties as assigned


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
  • CPP or FPC certification
  • Software experience, preferably in a SaaS environment.
  • Four-year degree or equivalent education and business experience

isolved offers competitive total rewards including health & welfare benefits, career development and advancement opportunities, 401k match, annual merit and pay for performance bonus eligibility and a flexible, safe work environment.


We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at isolved will be based on merit, qualifications, and abilities. isolved does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for this position with our organization, please email Careers@isolvedhcm.com.

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