Manager, Contact Center Operations - SurePayroll

Manages and directs all activities, workflow and operational management of SurePayroll Contact Center Team.

• Manages customer service and operations efficiency programs to maximize service levels and continually improve SurePayroll's responsiveness to customer's needs.
• Plans, organizes and controls resources for optimal utilization to deliver optimal customer service. Works with business partners to react to information and analysis regarding workload, traffic distribution and service performance to maximize service levels to clients.
• Maintains service levels while improving staffing to client ratios. Manages the technical expertise of the team to solve problems regarding internal and client issues to ensure quality service is provided to both internal customers and clients.
• Responsible for monitoring and acting on client, bank partner and reseller feedback to improve retention rates.
• Partners with key businesses units to continually evaluate process inefficiencies, identify opportunities for improvement and implement strategies to enhance the client experience.
• Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Maximizes current revenue streams and seeks new revenue opportunities to pursue within the contact center to ensure revenue goals are met.
• Maintains knowledge of available techonologies, best practices and work processes that have potential to improve customer needs.
• Partners with training department to define department training needs, including intradepartmental development program, and ensures that staff members have the skills and knowledge necessary to provide world class customer service.
• Lead Contact Center team to achieve targeted NPS scores. Responsible for leading team to meet and/or exceed client retention and revenue goals.