Hiring & Scaling for Setup
Streamline your hiring for support and operations by focusing on effective onboarding management.
Overview
Your primary hiring focus for support and operations should be on bringing in someone to manage the company enrollment flow. This role is usually filled by someone with some onboarding experience in the payroll industry. In the beginning, this role will be very hands-on, requiring the individual to be actively involved in the customer experience. The hire should also feel comfortable providing valuable product feedback to your team, as they will have the closest interaction with the customers.
Below, you will find helpful information to guide your hiring decisions and planning process.
Onboarding Metrics
Here are some key metrics to help you develop your hiring plan:
- Each onboarding rep should be able to handle 50-100 company enrollments per month. You can estimate more accurate numbers for your teams by working through the exercise outlined in the Enrollment Workflow.
- The goal should be to get the average company onboard to ~90 minutes.
- The first hire should be able to handle both enrollment and support for the first 50-100 employers on payroll.
The above figures are based off of the assumption that the worker will be dedicated to company enrollments 80% of their time worked.
Plans to Hire
- Duties performed include customer interaction to collect credentials and facilitate first payroll calls.
- The ideal candidate should have some experience in payroll and strong communication skills.
- Allocate 1-2 months to hire and 4-6 weeks to train.
Last updated on April 30, 2024