Senior Customer Support Manager

Senior Customer Support Manager

isolved HCM is an industry-leading human capital management technology company that brings together the key workforce functions in one robust, easy-to-use platform, iSolved. Payroll, HR, Time & Attendance, Onboarding, ACA Compliance, and Benefits Enrollment are all delivered from one solution, in the cloud, specifically built for the small to mid-sized employer. It has achieved rapid market share, with more than 2 million employees and growing.

Job Overview: The Senior Customer Support Manager 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.     

 Duties and Responsibilities:

• 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
• 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
• Function as a consultant and business partner with other groups internally and externally
• Responsible for team statistics, including budget and customer retention
• Maintain in-depth working knowledge of the company's brands, systems and processes
• Collaborate with the V.P. of Operations on team development and succession planning
• Continually develop improvements and emed successful change projects

 Skills and 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

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk,and hear.  The employee is required to use hands.  Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.

DISCLAIMER:           

The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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