Payroll Sr Analyst - Workforce Performance

Primary Responsibility

Responsible for supporting and ensuring the overall Customer Service Level agreements for Global Payroll organization are met. Responsible for providing assistance, interpretation, guidance, and consultation to line management regarding customer service policies and procedures related to Global Payroll. Benchmarking to ensure Verizon is maintaining industry standards.

Specific Responsibilities

  • Manage planning, designing, developing and administering of Payroll Customer Service standards and guidelines, channel metrics and performance SLA’s related to the following channels; ACD, Virtual Agent, Live Chat, Email and Case Management/issue tracking.
  • Designs and develops quality standards for the Payroll Customer Service function. Responsible for ensuring the overall quality of Payroll customer service. Collaborates with the operational teams to help them understand and meet their service level objectives. Responsible for maintaining the accuracy of content in the Virtual Agent and on the Payroll website.
  • Consistently improves the quality of service provided to Payroll’s customers. Streamlines and ensure all channels are optimized and efficient. Drive issue resolution through closure. Partners with the operations team to drive out issues, reduce volume in each channel year over year. Partners with Supervisors to review metric results and provide guidance in all areas where improvement needs to be met.
  • Acts as a project manager on new implementations, enhancements, changes in functionality that requires changes to meet SLA’s or provides customer satisfaction. Develops the overall project plan to ensure timely completion of the project; identifies appropriate resources needed. Drives project to completion ensuring tasks are met per timelines defined. Partners with the team to support guideline and content development.
  • Develops and facilitates training to agents and supervisors. Monitor payroll agents to ensure proper procedures are followed.
  • Also partners with Supervisors to retrain or mentor agents as needed based on performance observed or observed by the supervisor.
  • Research opportunities and efficiently uses professional concepts and company policies & procedures to solve a wide range of complex problems in creative and practical ways; makes recommendations that aid in the successful completion of initiatives within a functional area.
  • Exerts significant latitude in determining objectives of assignment. Line of sight up to one year. Receives high-level direction and executes various tasks using independent judgment and decision-making.
  • Provides resolutions to a diverse population as well as range of complex problems. Analysis of data requires evaluation of identifiable factors. Uses independent discretion in selecting methods & techniques for obtaining solutions.
  • Analyze, research, and take ownership of client concerns/issues and partner with stakeholders to obtain acceptable disposition.
  • Helps to analyze and define year over year customer service SLA’s.
  • Responsible for understanding industry trends, drives Payroll Department to be best in class.
  • Help to define operational model with upper management to drive “First Call Resolution” and ensure flow of processes support this objective. Recommend changes as needed if objectives not being met.

General Skills

  • Generally works under existing standards and procedures; may require some interpretation. Exercises judgment within defined procedures and practices to determine appropriate action; works on problems of moderate scope where analysis of situations requires a review of identifiable factors.
  • Finance Operations such as Payroll experience desirable.
  • Provide support to Payroll systems team relating to project development testing efforts, develop and maintain test scenarios and scripts as required.
  • Ability to identify and communicate process improvements as identified in the normal performance of daily functional activities.
  • Cooperatively interact with peers in Payroll, HR, Benefits, and Benefit vendors to resolve employee questions/issues.


Skills Required

  • Requires a range of skills within a professional discipline including familiarity with principles, theories, concepts and technologies as well as applied knowledge of established procedures, policies and practices.
  • Knowledge of Payroll organization and processes
  • Strong communication and customer service skills and background
  • Strong grammar and verbal skills
  • Knowledge in developing procedures and training material
  • Good organizational, time management and communication skills
  • Good working knowledge of Microsoft Office.
  • Strong Customer Service skills (both oral and written).
  • Ability to multi task, support day to day activities while managing customer inquiries

Attributes Required

  • Possess knowledge of payroll practices, policies and procedures
  • Flexible scheduling to meet processing demands, as required
  • Results oriented, strong sense of urgency, proactive
  • Strong quantitative, organizational and analytical skills
  • Possesses strong communication skills (both oral and written)
  • Ability to communicate to Supervisor and Manager levels
  • Ability to manage multiple functions simultaneously
  • Team oriented individual who interacts and supports team members, team building
  • Ability to manage large work volumes, show flexibility, adapt easily to change


  • Minimum of 1-2 years’ experience in Customer Service/Payroll Operations
  • Education – Bachelor or Associate Degree or Certified Payroll Professional Certification or FPC.
  • 1-2 years Customer Service experience

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.


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