Job Description
Job Description
Position Summary: ERC Manager
HCM Unlocked’s difference is our people. Our strong culture thrives on trusting and empowering our consultants to be autonomous and nimble with their clients. Our goal is to enable clients to obtain the most from their Payroll/HR technology. HCM Unlocked’s Managed Service organization provides payroll, HR, benefits, and tax outsourcing solutions to small and mid-sized employees. Our Employee Resource Center (ERC) serves as a critical contact center where our client’s employees call or submit a question (case) with employment-related inquiries. HCM Unlocked’s ERC team is poised and ready to pick up the phone or answer an email to bring fast and accurate resolutions to employee’s questions. We are seeking an experienced ERC Manager to lead the team, ensure exceptional service delivery, and drive operational excellence.
This leader will bring 3–5 years of proven success managing a call and / or digital contact center, with expertise in operational process development, performance management, and team development. The ideal candidate will be a transformational leader, adept at fostering collaboration, improving processes, and maintaining strong client relationships.
Essential Duties and Responsibilities:
- Oversee day-to-day operations of the ERC, team execution in managing inbound calls, emails, and digital inquiries.
- Establish and monitor ERC service level agreements (SLAs), KPIs, and performance metrics to ensure exceptional service delivery.
- Develop and implement best in class contact center operational processes, procedures, and best practices to improve efficiency, service delivery and quality.
- Lead, coach, develop, and mentor ERC associates to achieve high levels of employee engagement and performance.
- Analyze contact center data to identify trends, opportunities, and areas for improvement.
- Collaborate with internal teams (Payroll, HR, Benefits, Tax) to resolve complex employee inquiries.
- Partner with client-facing teams to manage expectations and escalate issues as needed.
- Manage scheduling, resource planning, and workload balancing ensuring to meet client volume demands while managing associate capacity.
- Champion continuous improvement initiatives, leveraging technology and process enhancements.
- Responsible to manage escalated inquiries with professionalism, empathy, and urgency.
- Prepare and present regular performance reports and recommendations to senior leadership.
Required Qualifications:
- 3-5 years contact center leadership experience and / or service operations in a service organization.
- Proficiency with contact center technologies (e.g., CRM systems, ticketing software, phone systems).
- Strong leadership skills, with the ability to inspire, coach, and develop a high-performing team.
- Analytical skills including Intermediate Excel, able to build pivots, run simple lookups, and create charts.
- Demonstrated success in meeting SLAs and operational performance targets.
- Excellent communication and interpersonal skills to manage client relationships and internal collaboration.
- Ability to manage multiple priorities in a fast-paced environment and adapt to change.
Preferred Qualifications:
- Experience in a multi-client services environment
- Knowledge of HCM-related functions (payroll, HR, benefits, tax) preferred but not required.
Our commitment to an inclusive workplace:
HCM Unlocked is an Equal Opportunity Employer and committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.
HCM Unlocked participates in the E-Verify Employment Verification Program