Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview Help simplify a complex world for our customers and partners by delivering a world-class experience through a team of supportive, knowledgeable, proactive, and approachable experts. Responsibilities + Provides the strategic direction and leadership to the contact center organization responsible for achieving best in class service. + Develops customer-centered goals and KPI’s to measure success and productivity. Consistently monitors and holds the organization accountable for achieving results. + Drives customer retention through KPIs and an engaged workforce. Proactively seeks data and client feedback to inform new processes and solutions. + Develops strong partnerships across the enterprise to share best practices, business challenges, and innovative solutions that enhance the customer experience. + Develops and drives metric based reporting for executive leadership that report progress and outline opportunities. + Maintains relevancy of industry best practices through external networks and research. Understands the HCM competitive landscape. + Recruit, hire and inspire a diverse, inclusive team, and create a culture of shared purpose, empowerment, and achievement, while coaching and developing game-changing talent. Qualifications + Bachelor's Degree - Preferred + Required: 3 years of experience in Leading contact center supervisor level leaders and individual contributors. + Required: 5 years of experience in Inbound contact center experience. Live the Paychex Values + Act with uncompromising integrity. + Provide outstanding service and build trusted relationships. + Drive innovation in our products and services and continually improve our processes. + Work in partnership and support each other. + Be personally accountable and deliver on commitments. + Treat each other with respect and dignity. What's in it for you? + We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more. + We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best. + We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career. + We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard. + We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about. Not sure if you meet every requirement? At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us. Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.