Team Services Manager

Job Description

Overview

Audacy Team Services is the team that is responsible for processing all data changes, balancing payroll and is the repository for all contracts and union notifications. We are in direct communication with Managers and Employees when changes are complete. We partner with Finance, HR, Legal and Talent Acquisition to ensure accuracy. We hold ourselves to a high standard and understand the big picture and as well as the tasks at hand.

Responsibilities

Key Responsibilities:

Data, Metrics & Systems
• Act as a SME in regards to system processes and best practices
• Partner with system vendors and department to triage issues and support the teams processing data
• Ensure resolution of issues as promptly as possible
• Ensure resolutions are the best possible solutions thoroughly tested
• Support optimization efforts
• Drive & Support UltiPro Time & Attendance (UTA) configurations and developments
• Responsible for auditing, reporting deficiencies in data and ensure timely follow ups; escalate to the Director, Payroll and Team Services
• Responsible for communicating with various departments and stakeholders to problem solve and correct process/operational issues in a timely and organized manner
• Responsible for bi-weekly and monthly metric reports for stakeholders to monitor trends and improve data integrity
• Collaborate to accomplish common goals and provide white glove customer service with every interaction

Documentation
• Responsible for documenting processes and best practices in SOPs
• Responsible for maintaining SOPs with urgency so teams have the latest versions
• Responsible for reviewing and posting SOPs with urgency
• Coordinate training plans and training efforts

Ticketing System
• Facilitate project discovery sessions with stakeholders to enhance Audacy Team Services
• Responsible for maintaining the Audacy Team Services Zendesk configurations (forms, routing, triggers, automations, schedules, dashboards, macros, etc) in partnership with IT
• Train/Re-Educate agents on best practices
• Responsible for reviewing and maintaining published guides; partner with Corporate Communications

Qualifications

Skill Requirements & Qualifications:

Skill Requirements:
• Thrive in a changing fast-paced and constantly changing environment
• Shows integrity, discretion, and sensitivity to confidential data
• Solution-oriented, organized, highly attentive and responsive
• Ability to meet strict deadlines, research, interpret, and reconcile data.
• Adaptable to new ideas and ways of accomplishing tasks and projects
• Ability to interact at all levels of a client organization
• Excellent written and verbal communication skills – clear & concise
• Ability to vacillate between big picture and the task at hand
• Strong problem solving with excellent customer service and the ability to exercise mature judgment

Qualification Requirements:
• Master's degree in Industrial/Organization Psychology or related field
• 5+ years of Payroll or data processing work experience
• Experience contributing to large scale projects
• 2+ year of customer service related work experience
• Union experience highly preferred
• UKG experience highly preferred

Software & Systems:
• UKG (Ultimate) HRIS System / Business Intelligence
• Advanced in Excel
• Zendesk Ticketing System
• Google Suite

About Us

Audacy, Inc. (NYSE: AUD; OTC: AUDA) is a leading multi-platform audio content and entertainment company with the country's best collection of local music, news and sports brands, a premium podcast creator, major event producer, and digital innovator. Audacy engages 200 million consumers each month, bringing people together around content that matters to them. Learn more at www.audacyinc.com, Facebook (Audacy Corp), X (@AudacyCorp), LinkedIn (@Audacy-Inc), Instagram (@lifeataudacy) and Threads (@Audacy_Corp).

Responsibilities:

Key Responsibilities:

Data, Metrics & Systems
- Act as a SME in regards to system processes and best practices
- Partner with system vendors and department to triage issues and support the teams processing data
- Ensure resolution of issues as promptly as possible
- Ensure resolutions are the best possible solutions thoroughly tested
- Support optimization efforts
- Drive & Support UltiPro Time & Attendance (UTA) configurations and developments
- Responsible for auditing, reporting deficiencies in data and ensure timely follow ups; escalate to the Director, Payroll and Team Services
- Responsible for communicating with various departments and stakeholders to problem solve and correct process/operational issues in a timely and organized manner
- Responsible for bi-weekly and monthly metric reports for stakeholders to monitor trends and improve data integrity
- Collaborate to accomplish common goals and provide white glove customer service with every interaction
Documentation
- Responsible for documenting processes and best practices in SOPs
- Responsible for maintaining SOPs with urgency so teams have the latest versions
- Responsible for reviewing and posting SOPs with urgency
- Coordinate training plans and training efforts
Ticketing System
- Facilitate project discovery sessions with stakeholders to enhance Audacy Team Services
- Responsible for maintaining the Audacy Team Services Zendesk configurations (forms, routing, triggers, automations, schedules, dashboards, macros, etc) in partnership with IT
- Train/Re-Educate agents on best practices
- Responsible for reviewing and maintaining published guides; partner with Corporate Communications

Jobcode: Reference SBJ-d2bb86-3-19-56-45-42 in your application.