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*An updated resume and a letter of interest must be attached for consideration

The Paycom Services Manager will be responsible for the overall success of the Paycom Service Department in providing the highest level of customer service for all HCM products, ensuring the highest level of customer service satisfaction and client retention. Responsible for the development of current department leadership and to assist in the identification of future leadership.

RESPONSIBILITIES

• Coach and develop department leadership to drive the success of employees, department and organization.

• Create and deploy department strategy, vision, and goals.

• Establish performance metrics for the department with the collaboration of PSD Supervisors.

• Represents the department while collaborating between other internal Department leaders to ensure the most efficient and effective processes are in place. Recommend and implement changes as necessary.

• Develop and maintain a high level of rapport and trust throughout the organization.

• Develop and implement process and model improvements and identify gaps in process and leadership within the department.

• Implement strategy to insure department budget and hiring needs are met, make recommendations when necessary.

• Provide feedback to department and organization regarding service failures, client concerns, or other identified trends.

• Ensure high-level client escalations are responded to immediately in a professional and effective manner. Act as a resource for Supervisors in resolving client escalations by utilizing superior Paycom process knowledge and strong persuasion skills.

• Work within the department budget, hiring, and organizational structure, make recommendations when necessary.

• Participate in product development as requested.

• Performs other duties as assigned

Qualifications

*Education/Certification: *

• Bachelor’s degree required

• MBA highly preferred

Experience:

• 5+ years in a leadership role required

• 5 years of customer service experience required, preferably within the technology sector

*Skills/Abilities: *

• Knowledge of customer service best practices

• Comfortable in a fast-paced environment

• Strong understanding of business acumen and business implications of decisions

• Collaborative leader with ability to give and receive feedback

• Ability to meet critical deadlines

• Ability to work on multiple high impact projects and prioritize effectively while delivering results on time

• Strong analytical, organizational and quantitative capabilities

• Ability to quickly identify, resolve, and provide alternate solutions to problems

• Excellent written and verbal communication skills

• Eagerness to continue learning

Competencies:

• Leadership/Human Resource Management, Sound Decision Quality, Customer Service, Problem Solving/Critical Thinking, Interpersonal Relations/Teamwork, Organization Awareness, Communications, Self/Life Management, Continuous Improvement/Innovation and Change, Technical Competence

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.