Vacancy expired!
Responsible for leading and providing key support to a team of HCM Specialists and/or Coordinators in their responsibility to drive client retention, accurate implementations, and satisfaction through providing the highest level of customer service for all HCM products.
RESPONSIBILITIES- Train and develop Specialists/Coordinators in the areas of quality customer service, issue resolution tactics, and consultative methods through observation and listening to client calls.
- Provide guidance to Specialists/Coordinators regarding difficult system issues and advanced and appropriate solution options for clients.
- Monitor progress toward department and individual goals and drive metrics for the team.
- Provide performance feedback to Specialists/Coordinators in the form of one-on-one coaching sessions and to management for personnel recommendations.
- Research and resolve escalated and complex client issues in a prompt and professional manner.
- Delegate tasks as necessary to ensure goal achievement and a manageable work load.
- Identify training needs for Specialists/Coordinators beyond those initially provided and conduct one-on-one training sessions or assign additional learning and development courses to further their Paycom product knowledge.
- Conduct interviews and provide recommendations for next-level interviews and hire.
- Identify areas for process improvement within the product and the department and relay recommendations to the appropriate parties.
- Attend company and department leadership trainings, development opportunities and initiatives.
- Collaborate with the Supervisor to determine client/implementation assignments and workflow for the team, recommending client/implementation reassignments based on employee performance as needed.
- Communicate company and department goals through casting vision and setting clear expectations.
- High School Diploma or equivalent required
- Bachelor's Degree preferred
- 2 years of experience in a customer service or client service environment required, preferably in the technology sector
- Experience within multiple modules of the Paycom software or other HRIS/HCM software strongly preferred.
- Completion of Paycom's Emerging Leader Program strongly preferred.
- Strong customer service and client relationship building skills
- Strong problem-solving skills
- Strong organizational and time management skills
- Ability to positively motivate and inspire others
- Ability to coach and develop others
- Strong verbal and written communication skills
- Ability to cast vision and drive strategy to achieve results
- Ability to make sound judgement decisions
- Ability to work effectively with others in all levels of an organization
Vacancy expired!