Lead Client Services Ops - Growth

Paylocity • Schaumburg, IL

70d • $53,600 - $76,600 • Hybrid

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!

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

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 and/or HR administration
• Ability to present HR Data effectively

Responsibilities

• Monitor team performance (quantitative and qualitative)
• Provide ongoing learning opportunities that continually share and build knowledge
• Work directly with clients on escalated issues
• Identify and facilitate process improvements
• Coordinate work across the team, including workload management and client assignments
• Provide timely responsiveness & proactive follow-up
• Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information
• Provide professional & appropriate internal/external communication as well as progress updates to all stakeholders
• Provide clients guidance on HR and Payroll best practices, organizational change management, and Paylocity product fit
• Implement ancillary products and optimize the primary HCM set up
• Negotiate contracts and provide insight into HR industry best practices
• Leverage formal and informal metrics to identify trends, monitor team & individual effectiveness and assess intervention results
• Develop tracking for metrics not yet developed
• Facilitate coaching, training and mentoring of Account Managers
• Proactively and reactively monitor and assess client interactions
• Plan, lead and execute on cross-team work focused on increasing operational effectiveness
• Schedule, monitor and adjust workload across the team to ensure priorities are met

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) match
• Career development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees