Job Description THIS POSITION IS FULLY REMOTE We are seeking a dynamic individual to join our growing team and manage our Payroll Customer Service Department. You will manage and develop a team of account managers providing support to Payroll clients and actively seek areas in which you improve internal processes and procedures. This role reports directly to company leadership. PRIMARY RESPONSIBILITIES Oversee and support all Customer Service Representatives (both remote and on-site) Ensure quality control and adherence to company procedures when processing payroll and resolving client issues and requests Track key metrics in the areas of client retention, call quality, responsiveness and escalation of client issues Identify areas of improvement within the department and present tangible solutions to management Author and implement processes to standardize department work product and enhance the client experience Drive initiatives and lead department wide meetings on a weekly basis to achieve company wide goals Meet with company leadership on a weekly basis to communicate Opportunities, Threats and align on department initiatives Onboard and train new Account Managers on Evolution Payroll Conduct quarterly and annual performance reviews with each Account Manager Work with each Account Manager to provide support, career coaching and set individual goals for growth within the company Other duties as assigned EXPECTATIONS Five years prior experience in a payroll service bureau Possesses and maintains a strong understanding of payroll processing and the ability to perform Account Manager duties Proactively identifies issues and utilizes resources to present tangible solutions to management Understands the importance of standardizing processes within the company in order to grow and scale for long term business success Holds Account Managers responsible for following standardized processes, procedures and meeting set key metric and individual goals Has experience managing multiple service representatives and driving initiatives within a company Knowledge of Evolution Payroll, Time & Attendance, G/L a plus Company Description We are a modern Payroll Service Bureau experiencing rapid growth. We are seeking team players who understand payroll, follow our processes, and have strong communication skills. We work hard, but dont take ourselves too seriously We offer full benefits including, Medical, Dental, Vision, 401k, PTO Accrual and work life balance. Our core values are as follows and are used to guide our hiring decisions: - RESPECTFUL - Uses a respectful attitude and tone with staff and customers. - SELF STARTER - Takes a proactive rather than reactive approach to solve issues that arise. Driven to excel and works well without supervision. - PARTICIPATES - Brings tangible ideas to the discussion in an effort to find solutions and improve processes. - COACHABLE - Embraces and applies constructive feedback to better themselves. - AMBASSADOR - Represents the brand in a positive light to all. We look forward to speaking with you
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