Role & responsibilities

- Manage and lead US Payroll / Payroll Voice Process operations and daily team performance.
- Handle a team of voice process associates, ensuring productivity, quality and SLA achievement.
- Monitor key metrics such as AHT, Quality, CSAT, Productivity, Attendance and SLA.
- Provide coaching, feedback and performance improvement plans to team members.
- Handle escalations from clients, employees and internal stakeholders.
- Ensure accurate and timely processing of US Payroll queries and payroll-related transactions.
- Conduct regular call audits, quality reviews and performance discussions.
- Prepare and publish MIS, daily/weekly performance reports and operational dashboards.
- Drive process improvements and ensure adherence to SOPs, compliance and client requirements.
- Coordinate with HR, Payroll, Quality, Training and Client teams for smooth operations.
- Manage team staffing, leave planning and operational coverage.

Preferred candidate profile





- 6+ years of overall experience, preferably with experience in US Payroll / US Payroll Voice Process.
- Minimum 1-2 years of team handling / people management experience.
- Strong experience in International Voice Process / US Voice Process.
- Good understanding of US Payroll concepts, payroll queries, taxes, deductions and employee pay-related issues.
- Solid knowledge of SLA, KPI, Quality, AHT, CSAT and productivity management.
- Excellent verbal and written communication skills.
- Strong people management, coaching, problem-solving and escalation handling skills.
- Experience in MIS, reporting and performance management.
- GRADUATE in any discipline.
- Comfortable working in US/night shifts.

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📌 US Payroll Specialist (Gurugram)
🏢 Mark Makers Consultancy Services
📍 Gurugram