Customer Support Supervisor - Operations

PAYLOCITY CORPORATION•Schaumburg, IL

2d•$70,000 - $80,000•Onsite

About The Position

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! In-Office: This is a 100% in-office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on-site five days per week during designated work hours.

Requirements

Bachelor’s Degree required
2 years payroll, finance, or spend management with client services or support experience
Successful experience in escalations and at risk client retention efforts
Project Management experience
Proficient in SQL, MS Access or Excel
Operations experience

Nice To Haves

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, HR administrator, and/or Finance/Spend Management
Ability to present HR Data effectively

Responsibilities

Monitoring team performance (quantitative and qualitative)
Providing ongoing learning opportunities that continually share and build knowledge
Working directly with clients on escalated issues
Identifying and facilitating process improvements
Coordinating work across the team, including workload management and client assignments
Supervising a team of approximately 6-10 Account Managers to ensure service levels are met or exceeded, as well as day-to-day performance of their jobs
Prioritizing and coordinating work for the maximum impact
Leveraging formal and informal metrics to identify trends, monitor team & individual effectiveness and assess intervention results
Identifying and advocating for necessary metrics and reporting
Developing tracking for metrics not yet developed
Using metrics to create a culture of continual improvement and to create focus where needed for purposes of learning, coaching, intervention and operational improvements
Continually assessing and building knowledge (technical, business, soft skills) through real time teaching, one on one discussions, team meetings and through the performance management process
Taking initiative and developing opportunities for the Account Managers to share and build knowledge and skills
Prioritizing learning objectives based on the highest impact to the clients and to Paylocity
Facilitating coaching, training and mentoring of AMs
Assessing client movement and preparing and supporting impacted AMs to facilitate ongoing outstanding client service
Proactively and reactively monitoring and assessing client interactions and intervening when needed in providing coaching and feedback
Acting as first level escalation and directly engaging clients and taking action and ownership to resolve issues
Proactively identifying situations (AM turnover, lack of knowledge, etc.) that may disrupt outstanding service and taking steps to minimize impact
Negotiating, influencing, consulting and resolving objections with C-Suite decision makers
Planning, leading and executing on cross-team work focused on increasing operational effectiveness
Representing the Service Center in key initiatives across Operations
Seeking out and facilitating opportunities to improve efficiency and effectiveness through better tools and processes
Continually scheduling, monitoring and adjusting workload across the team to ensure priorities are met and availability and responsiveness goals are achieved
Considering client need with Account Manager capability and capacity and aligning clients with the intent to provide the most consistent positive client interactions
Coordinating cross team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies
Providing professional & appropriate internal/ external communication as well as progress updates to all stakeholders
Providing clients guidance on HR and Payroll best practices, organizational change management and Paylocity product fit
Implementing and optimizing ancillary products and optimizing primary HCM set up
Influencing outcomes with primary decision makers, negotiating contracts and providing insight into HR industry best practices
Troubleshooting and problem solving leveraging knowledge, resources, qualitative and quantitative information
Timely responsiveness & proactive follow up