Employee Support Center Manager

About Peoplease

Peoplease is a leading Professional Employer Organization providing solutions to small and medium size businesses in the blue and gray-collar industries. We transform and enable our clients and partners to achieve their aspirations by providing world-class service, support and administrative solutions in the areas of payroll, human resources, benefits and risk management. At Peoplease, we are connected as People, creating a culture of inclusion & belonging, where Engagement, Integrity, Tenacity, Curiosity, Happy, and Service obsesses is who we are, who we’ve always been, and continue to be the mindset that guides us to improve every day.

Position Summary

The Employee Support Center (ESC) Manager serves as the frontline leader for the Enterprise Service Center agent team, providing real-time support, coaching, and performance oversight and partnering with the Director of Administration and Shared Services on strategic initiatives for continuous improvement. Acting as a critical bridge between agents and leadership ensuring consistent call quality, process adherence, and team morale. The ESC manager is a data-driven leader and an active, hands-on presence who drives daily performance and supports agent development. 

This role will requires the ability to manage and execute the coordination of multiple projects within required timeframes and expectations; demonstrate excellence in communication skills; be able to inform both orally and in writing; working knowledge of Microsoft Office products.  Demonstrate the ability to perform detail-oriented tasks; interact, coordinate, follow up, and effectively communicate with team members, internal stakeholders, Client Employees, Senior Management, and Third-Party Administrators.

Candidate must be a self-starter with the ability to function as a remote employee in a distributed work team.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage a team of Employee Support Center (ESC) agents across both onshore and offshore locations 
• Aligns onshore escalation handling with offshore volume for successful time zone handoffs
• Manage staffing schedules, coverage models, and readiness for peak volume periods
• Deliver exceptional customer service and support by providing timely, accurate, and empathetic assistance to clients and their worksite employees across a range of topics.
• Serve as first-line support for ESC agents on call handling, escalations, and process questions
• Create dashboards and reporting to effectively monitor daily call center metrics and flag performance concerns or trends
• Analyze data to identify areas of opportunity and propose solutions
• Conduct side-by-side coaching and provide real-time feedback to team members
• Support quality assurance review and agent development, ensuring consistency in agent adherence to call language guides and processes
• Act as escalation point for complex or sensitive issues, ensuring timely resolutions  
• Lead the weekly huddle to discuss updates, metrics, volume, and provide support where needed
• Partner with internal departments including Implementation and Product to support improved processes and procedures for client onboarding
• Actively contribute to and maintain the team’s internal knowledge base by sharing insights, feedback, and solutions to develop, improve, and maintain internal documentation and processes
• Deliver reports, recommendations, and analysis to Director and other leaders in support of strategic initiatives and projects
• Partner with leadership to ensure alignment cross-functionally and eliminate process gaps
• Assist with enterprise-wide projects and cross-functional initiatives as needed

Minimum Qualifications (Knowledge, Skills, and Abilities)

• High School diploma or equivalent required
• Associate or Bachelor’s degree in business/communications or equivalent experience preferred
• Bilingual Spanish & English required
• 3+ years of experience in a call center with at least 2 years in a supervisory role required
• Experience with call centers, data analytics, and client service required 
• Experience managing teams of 3+ employees 
• Strong computer literacy including Microsoft Office
• Strong communication skills, both verbal and written
• High attention to detail and organizational ability
• Ability to multi-task, establish priorities and work independently in a fast-paced environment
• Familiarity with sensitive employee issues
• Prism experience preferred

Leadership Skills and Abilities:

• Proactively identifies coaching and development opportunities
• Proven accountability for outcomes across domestic and offshore teams
• Demonstrates strong conflict resolution and de-escalation solutions in real time
• Clear, professional communication with the team and with leadership across the enterprise
• Takes ownership of the team's performance and outcomes
• Builds  trust and credibility 
• Leads with accountability, transparency, and a service-first mindset
• Experience managing asynchronous work

Work Environment & Expectations

The role requires regular communication and may require occasional travel to support the distributed workforce. The role will primarily function indoors but may involve working in varying temperatures or outdoor environments as needed.

• Ability to manage distributed teams, including multiple time zones
• Flexibility to support extended hours or peak business periods as needed
• Regular interaction with internal stakeholders, clients, and senior leadership

Why Join Us?

• Be part of an innovative and growth-oriented company in the PEO industry. 
• Opportunity to drive meaningful impact and lead a high-performing team. 
• Competitive salary and benefits package.