ESSENTIAL FUNCTIONS
Lead and manage a team of customer service representatives to ensure excellent service delivery. Monitor team performance, provide guidance, and foster a positive, supportive work environment.
Act as the primary point of escalation for complex or urgent client issues. Ensure that customer inquiries related to HRIS platforms (such as payroll, employee data management, benefits, etc.) are resolved efficiently.
Identify areas for process improvements in customer service workflows, reporting, and ticket handling. Implement strategies to increase efficiency, reduce response times, and enhance client satisfaction.
Provide ongoing training and development opportunities for the customer service team. Ensure that all team members are equipped with the necessary skills and knowledge to handle HRIS-related inquiries and technical issues.
Track team performance using key metrics (e.g., response time, issue resolution time, customer satisfaction). Regularly report performance outcomes to senior management and suggest areas for improvement.
Work closely with the implementation, product development, and technical support teams to ensure a seamless flow of information between customer service and other departments.
Foster positive relationships with clients by providing proactive, high-quality support. Identify opportunities to improve client experiences and ensure that the HRIS solution aligns with their business goals.
Gather feedback from clients to identify areas for improvement in the HRIS system and customer service processes. Use this feedback to suggest changes or improvements to the product or service offerings.
Ensure that internal documentation and knowledge bases are up to date, enabling the team to efficiently resolve client issues. Maintain comprehensive records of customer interactions, feedback, and resolutions.