The Powerpay Contact Center Manager is responsible for leading the day-to-day operations of a high-volume, bilingual customer support team that assists clients with payroll inquiries.

Manager, Powerpay Contact Center (Bilingual English/French)

Shift: 17:00 – 02:00 AM
Location: Mauritius Office

The Powerpay Contact Center Manager is responsible for leading the day-to-day operations of a high-volume, bilingual customer support team that assists clients with payroll inquiries. This role ensures exceptional service delivery, strong team performance, and an efficient, client-focused operation. The Manager will champion quality, consistency, and employee development while maintaining a positive, solutions-oriented environment.

The ideal candidate is a bilingual (English/French), organized, and results-driven leader with proven experience in a contact center environment and a strong commitment to customer service excellence. They must be able to think both strategically and tactically, solving problems quickly while also identifying opportunities for long-term improvement.

Key Responsibilities

Operational Leadership

• Oversee daily contact center operations to ensure service levels, response times, and quality standards are consistently met.
• Manage workforce planning, scheduling, and resource allocation to support the 8:30–5:30 EST shift.
• Monitor real-time performance, call volumes, backlog, and team productivity, taking action to maintain service excellence.

Team Management & Development

• Provide coaching, feedback, and mentorship to support representatives and leads, strengthening skills in payroll support, communication, and customer experience.
• Lead performance management including goal setting, quarterly reviews, and year-end assessments.
• Recruit, hire, and onboard new team members; create a culture of growth, accountability, and engagement.
• Identify high-potential employees and create development plans to support career progression.

Customer Experience & Quality

• Ensure bilingual service representatives demonstrate professionalism and proper protocol with internal and external clients.
• Maintain high levels of quality, accuracy, and customer satisfaction across all contact channels (phone, case, chat).
• Partner with Customer Success and other internal teams to resolve escalations, conduct root cause analysis, and implement corrective actions.
• Build and maintain strong client relationships; ensure timely follow-up and issue resolution.

Process Improvement & Standardization

• Create and maintain all process documentation, ensuring accuracy and consistent team adoption.
• Standardize workflows to ensure service is repeatable, reliable, and scalable across the Powerpay client base.
• Lead continuous improvement initiatives that enhance operational efficiency and client experience.

Project & Change Management

• Support the launch of new features, enhancements, and system changes, including testing, training, and communication plans.
• Lead or participate in cross-functional projects aligned to organizational priorities.
• Develop and implement operational controls to increase accuracy, efficiency, and service consistency.

Reporting & Metrics

• Develop and track key performance indicators (KPIs) for quality, productivity, service levels, and customer experience.
• Deliver monthly and quarterly reporting to leadership and identify areas of improvement through data-driven insights.

Qualifications

• Bilingual (English/French) proficiency required — verbal and written communication must meet professional client-facing standards.
• 3+ years of Contact Center leadership experience, preferably in a high-volume or multi-site environment.
• Strong people-leadership skills with demonstrated success in coaching, developing, and motivating teams.
• Knowledge of payroll, HR systems, or Powerpay is an asset but not required.
• Excellent problem-solving skills with the ability to prioritize and manage multiple competing demands.
• Strong project management capabilities, including planning, execution, and cross-functional coordination.
• High level of professionalism, communication skill, and customer service focus.