Manager, Powerpay Contact Center (Bilingual English/French)

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

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.

What's in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

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