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Strong employer brand, metro office location, and common mid-level delivery role increase competition.
Contact-center leadership transfers across industries, but payroll and compliance focus increases domain specificity.
No explicit years but specific contact-center, payroll compliance, and leadership skills make filters moderately strict.
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Lead end-to-end operations for Payroll customer support within voice channels, managing Team Leaders and ensuring delivery accuracy, compliance, and customer satisfaction.
Drive operational excellence by enforcing SLAs, governance on payroll compliance, financial controls, and implementing process improvements through data analysis and stakeholder collaboration.
Own performance management, workforce planning, and continuous improvement initiatives across customer, operational, and people metrics.
Experience required in international voice customer support operations and in managing Team Leaders or frontline managers.
Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Proficiency in English at Upper Intermediate (B2) level or higher.
Experience with contact center operations, performance management, and escalation handling.
Demonstrated ability to lead and deliver in payroll-related customer support operations, preferably with knowledge of US payroll processes and compliance.
Experienced in managing multiple layers of leadership and building strong leadership pipelines within contact center environments.
Skilled in data-driven decision making and fostering operational improvements in high-volume, service-focused teams.