Recruits, develops, and supervises personnel responsible for service and support of the MSP Online Services client base. Manages and coordinates daily operational activities to ensure efficient and effective service levels to support departmental standards and goals.
- Directs, reviews, and supervises the activities of non-exempt staff to ensure that client service and departmental standards are met.
- Recruits, develops, and guides staff with respect to daily activity in order to meet client service and departmental standards.
- Manages employee work assignments and completes performance reviews to ensure that departmental client service standards are maintained.
- Develops and adapts departmental processes to meet quality, efficiency, follow-up and process improvement objectives and to ensure that clients receive maximum benefit from Online Services applications and effective support and guidance on the Online Services suite.
- Acts as departmental liaison/representative in meetings with other Paychex organizations to represent client and departmental interests.
- Resolves client issues in an effective and timely manner to maximize client retention and satisfaction.
- Utilizes key performance indicator reports to manage the actions of assigned personnel.
- Reviews outbound client correspondence created by staff to ensure quality, accuracy, and compliance with guidelines set by Online Services, Legal, Marketing, and Compliance departments.
- Coordinates communications to outside parties, including field offices and third party vendors, to ensure compliance with guidelines.
- Makes recommendations and proposals to managers for departmental operations and administrative process improvements.
- Grants approval to direct reports for higher-risk task processing in order to resolve client issues in a timely manner.
- Provides technical expertise during problem resolution process to ensure client satisfaction.
- Resolves escalated problems and enlists the assistance of other personnel and groups as needed.