Job Description

SERVICE CENTER MANAGER

RESPONSIBILITIES:

• Managing entire workflow of Employee Service Center team towards successful delivery of service utilizing multiple products for multiple clients.
• Leading associates through organizational, process, and technology changes while fostering adoption of new tools and ways of working.
• Supporting transformation initiatives, including technologies such as SAP Rise, PCC, Global MyView etc, and future platform enhancements that impact service delivery.
• Driving continuous improvement by leveraging operational metrics, root cause analysis, and client feedback to improve efficiency, quality, and the overall client experience.
• Utilizing data and operational dashboards to identify trends, make informed decisions, and proactively manage team performance and capacity.
• Building strong partnerships across Operations, Product, Implementation, Service, HR, Training, Quality, and Technology teams to support strategic initiatives and resolve complex issues.
• Ensuring compliance with operational standards, security requirements, and internal controls while maintaining a high quality client experience.
• Developing a high-performing team through coaching, talent development, succession planning, and recognition.
• Demonstrating agility and adaptability while balancing client expectations, operational priorities, and ongoing organizational transformation.
• Ensuring Employee Service Center team adherence to work schedules, policies, procedures and metrics.
• Recruiting and selecting new talent, ensuring timely and effective training is provided (to include, but not limited to, formal, just-in-time, mentoring and on the job), motivates and rewards performance, provides regular and timely performance feedback to direct reports and focuses on development and engagement of each individual and the team as a whole.
• Driving innovation and continuous process improvement within the team. Meeting biweekly with each team member and at least monthly with team which includes associates in Canada, US and Colombia.

QUALIFICATIONS REQUIRED:

• 3-5 Years Call center or customer service experience in a leadership role

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Associates Degree with a Major Area of Concentration in Business Administration or its equivalent in education and experience
• Bilingual proficiency in English and Spanish.
• Ability to navigate in a matrix environment
• Ability to hold associates accountable to performance and development expectations; facilitate difficult conversations
• Ability to develop and present information to a variety of audiences, including front line associates and clients
• Project management skills - project plan development, management, implementation and debrief post project
• Ability to motivate and influence behaviors and decisions - from front line associates to internal and external business partners
• Lead by example through understanding and demonstrating departmental processes and protocols
• Experience supporting enterprise payroll, HR, or HCM solutions.
• Experience leading teams within a global or multinational organization.
• Strong analytical and problem-solving skills with the ability to leverage operational data to drive decisions