Payroll Lead Call Center Attendant - Corporate

The Payroll Lead Call Center Attendant is responsible for answering phones and emails, routing cases for resolution, compiling and entering payroll data, reconciling errors, and preparing payroll reports. This role supports the Payroll Team in maintaining accurate payroll records.

Additionally, this role provides oversight of Payroll Call Center operations, including coordinating daily activities, communicating key updates to team members, monitoring performance, organizing call center data, and preparing reporting for leadership.

• Exhibit an outgoing and energetic personality to address Team Member inquiries. 
• Demonstrate exceptional verbal (phone) and written (e-mail) etiquette.
• Serve as the first point of contact for front-line team members, with possible communication with Department Managers and Human Resources.
• Research Team Member inquiries using available resources.
• Handle and resolve Team Member grievances.
• Identify and escalate priority issues as needed.
• Provide internal customer service by gathering Team Member information and guiding them toward resolutions.
• Effectively multi-task in a fast-paced environment.
• Recognize when follow-up is required with internal customers.
• Contact business or private individuals by phone.
• Possess strong listening skills.
• Perform various clerical tasks as needed, including but not limited to form completion, verification, printing, faxing, mail sorting, and outgoing mail.
• Maintain client confidence and protect operations by keeping information confidential.
• Oversee daily Payroll Call Center activities to ensure efficient operations and adherence to service standards.

Lead / Oversight Responsibilities:

• Oversee daily Payroll Call Center activities to ensure efficient operations and adherence to service standards.
• Communicate important payroll updates, policy changes, and process enhancements to call center team members.
• Monitor call center workload, performance, and responsiveness to ensure timely resolution of inquiries.
• Provide guidance and support to team members on complex or escalated payroll issues.
• Compile, maintain, and distribute call center logs and activity reports to Payroll Leadership.
• Organize and maintain call center data, ensuring accuracy and accessibility for reporting and analysis.
• Identify trends in call center activity and recommend process improvements to enhance service delivery.
• Assist with training and onboarding of call center team members as needed.
• Additional duties may be assigned as business needs require.

• High School Diploma required.
• Minimum two years of phone or customer service preferred.
• Payroll experience preferred.
• Conversational Spanish preferred.
• Proficiency in computer software, including MS Excel and Outlook.
• Preferred knowledge of Oracle and UKG payroll software.
• Strong attention to detail and numerical skills.
• Excellent communication skills and a positive attitude.
• Demonstrated ability to coordinate or lead team activities in a fast-paced environment preferred.
• Strong organizational and reporting skills, with the ability to analyze and present call center data.