Job Information
Paycom Online Team Leader of Reception in Grapevine, Texas
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
Qualifications
Education/Certification:
- High School Diploma
Experience:
2+ years of experience in a customer service or client service environment
Experience with a multiline phone system
Excellent leadership, management, and team building skills
Must have strong verbal and written communication skills
Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Ability to multitask, prioritize, and manage time
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. **To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information:** paycom.com/careers/eeoc