Customer Service Supervisor - (12435)

Ceridian is changing the world of work by enabling companies to be free to succeed in their core business through its suite of innovative managed human resource solutions for HRMS, payroll, tax filing, application outsourcing, time and attendance, benefits administration and employee effectiveness services. Ceridian Corporation (NYSE: CEN) is an information services company serving businesses and employees in the United States, Canada and Europe. For more information about Ceridian's comprehensive array of human resource solutions, visit www.ceridian.com/myceridian EEO/M/F/D/V



The Customer Service Supervisor is responsible for daily supervision of the customer service staff including phone and fax, to ensure day-day payroll processing, service support and escalations are handled with high service quality; to meet deadlines; and to ensure the staff receives proper training, coaching and development.


Specific responsibilities include:



Staffing Support:
Supports Client Service Manager with staffing by reviewing and interviewing candidate pool, and helping with selection decisions promoting staffing decisions based on building a strong performing, diverse workforce;
Conducts new hire training to ensure a quick ramp up for new staff members.
Employee Performance Management & Development:
Helps establish clear and consistent performance objectives related to client service and retention goals, monitors various performance metrics to identify performance trends, delivers ongoing feedback, coaching and recognition, holds bi-weekly one on one meetings with staff members, and supports ongoing training activities;
Supports the Client Service Manager with the annual performance appraisal process, partners with employees to identify professional development goals, and handles performance improvement situations in a fair and objective manner.
Customer Service Workload Management:
Balances workflow to meet deadlines by coordinating staffing and monitoring service workflow, focuses on client retention by anticipating potential client obstacles, generating solutions and helping teams deliver resolutions;
Handles customer service issues which are escalated or complex in nature, due to scope in problem, degree of experience needed, or potential cost/risk, escalates further as appropriate;
Project Teams & Cross-functional Support:
Participates in ongoing focus groups related to Client Service processes and Small Business products to support ongoing quality goals;
Develops and fosters ongoing working relationships across various departments including tax services, payment solutions, project teams, implementation, technology, production and sales.
Travel Required: 10%



QUALIFICATIONS:


Minimum Qualifications:
Associates degree or business related experience;
3-5 years payroll (or related) experience or CPP Certification
2-3 years experience as a Team Lead or related role
3-5 years experience resolving complex Customer Service and payroll related technology issues
Strong interpersonal skills with demonstrated conflict resolution abilities
Strong customer service orientation
Strong understanding of personal computers and business software (MS Office)
Strong verbal and written communication
Demonstrates respect and integrity in working with people and with decision making
Strong ability to adapt to changes, handle pressure, make difficult decisions and meet demands

Preferred Qualifications:
Bachlor's degree
CPP Certification (within 1 year of hire date)
Knowledge of Ceridian Small Business services, products, department operations, policies and practices
Previous Service Bureau Industry experience

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For fastest consideration, CLICK the "Apply Here" or the direct link to Ceridian to apply.


See Job Description