Lead Client Services Ops - Majors

Client Services Expectations

Team Lead Responsibilities

• Metrics, Reporting and Analysis: Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness and assess intervention results. Identify and advocate for necessary metrics and reporting. Develop tracking for metrics not yet developed. Use metrics to create a culture of continual improvement and to create focus where needed for purposes of learning, coaching, intervention and operational improvements.
• Performance Management: Continually assesses and build knowledge (technical, business, soft skills) through real time teaching, one one-on-one discussions, team meetings and through the performance management process. Takes initiative and develops opportunities for the Account Managers to share and build knowledge and skills. Prioritizes learning objectives based on the highest impact to the clients and to Paylocity. Facilitates coaching, training and mentoring of AMs. Assesses client movement and prepares and supports impacted AMs to facilitate ongoing outstanding client service.
• Client Focus: Proactively and reactively monitors and assesses client interactions and intervenes when needed in providing coaching and feedback. Acts as first level escalation and directly engages clients and takes action and ownership to resolve issues. Proactively identifies situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and takes steps to minimize impact. Ability to negotiate, influence, consult and resolve objections with C-Suite decision makers
• Operational Tools & Processes: Plan, lead and execute on cross-team work focused on increasing operational effectiveness. Represent the Service Center in key initiatives across Operations. Seeks out and facilitates opportunities to improve efficiency and effectiveness through better tools and processes.
• Workload Coordination & Assessment: Continually schedules, monitors and adjusts workload across the team to ensure priorities are met and availability and responsiveness goals are achieved. Considers client need with Account Manager capability and capacity and aligns clients with the intent to provide the most consistent positive client interactions. Coordinate cross team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies.

Requirements

• Bachelor’s Degree and/or equivalent experience in a client-facing role.
• 2 years of payroll and/or call center experience
• Successful experience in handling escalations and at-risk client retention efforts
• Project management experience
• Proficient in Microsoft Outlook, Word, Excel
• Operations experience

Preferred Requirements

• 1+ years supervisory experience
• HRIS experience
• Experience leading training initiatives
• Experience using reporting and metrics as a key part of the job
• Minimum 3 years’ experience in payroll, benefits and/or HR administration
• Ability to present HR Data effectively

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.
• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously.
• Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.
• We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
• We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.
• The pay range for this position is $59,600 - $85,100/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.
• At Paylocity, “We” is what makes us different. We are committed to fostering a culture that honors diverse opinions, perspectives, and backgrounds, knowing that each makes us stronger and collectively unbeatable together. We actively cultivate these differences as we engage each other in driving innovation in the software and services we provide our customers. Paylocity is an equal opportunity employer. If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.