Responsible for leading and providing key support to a team of receptionists in their responsibilities to ensure the highest level of customer service.

RESPONSIBILITIES

Train and develop Receptionist in the areas of quality customer service through observation and listening to client calls. Monitor progress toward department and individual goals and drive metrics for the team. Provide performance feedback to team members in the form of one-on-one coaching sessions and on the spot specific call feedback. Delegate tasks as necessary to ensure goal achievement and a manageable work load. Identify training needs for Receptionists beyond those initially provided and conduct one-on-one training sessions or assign additional learning and development courses to further their Paycom knowledge. Manage daily schedules to maintain appropriate staff availability. Conduct interviews and provide recommendations for next-level interviews and hire. Identify areas for process improvement within the department and relay recommendations to the appropriate parties. Attend company and department leadership trainings, development opportunities and initiatives. Collaborate with the Supervisor to determine assignments and workflow for the team, recommending client reassignments based on employee performance as needed. Keeps management informed of area activities and of any significant customer problems. Communicate company and department goals through casting vision and setting clear expectations. Has full understanding of the phone system to the point of being able to assist team members with answering basic questions Displays proper Telephone Etiquette by paying attention to the correct Posture, Inflection, Courtesy, Tone, Understandability, and Rate of Speech. Handles difficult customers effectively and with courtesy. Assumes responsibility for establishing and maintaining effective communication and coordination with Paycom personnel and management Adheres to all policies of Paycom including those outlined in the Paycom Employee Handbook. Ensures team members are adhering to Paycom’s processing guidelines such as required forms and emails. Performs other duties as assigned