Lead Client Services Ops

Position Overview The purpose of the Team Lead is to provide operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This includes monitoring team performance, providing ongoing learning opportunities, working directly with clients on escalated issues, identifying and facilitating process improvements, and coordinating work across the team, including workload management and client assignments. The Team Lead will work with a group of Leads to prioritize and coordinate work for maximum impact. Office Location This is a 100% in‑office role based in Rochester, NY. Candidates must be able to work on site five days per week during designated work hours. Remote or hybrid work is not available for this position. Primary Responsibilities Dependability / Follow Up: Timely responsiveness & proactive follow up. Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitative information. Communication: Provide professional & appropriate internal/external communication and progress updates to all stakeholders. Guidance: Provide clients guidance on HR and Payroll best practices, organizational change management and Paylocity product fit. Implement and Optimize Products: Ability to implement ancillary products and optimize primary HCM set up. Influence: Ability to influence outcomes with primary decision makers, negotiate contracts and provide insight into HR industry best practices. 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 and use metrics to create continuous improvement focus. Performance Management: Continually assess and build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings and performance management processes. Take initiative and develop opportunities for Account Managers to share and build knowledge and skills. Prioritize learning objectives for highest impact and facilitate coaching, training and mentoring. Client Focus: Proactively and reactively monitor and assess client interactions, intervene when necessary, act as first‑level escalation, directly engage clients, and resolve issues. Identify situations that may disrupt service and take steps to minimize impact. Negotiate, influence, consult and resolve objections with C‑Suite decision makers. Operational Tools & Processes: Plan, lead and execute cross‑team work focused on increasing operational effectiveness. Represent the Service Center on key initiatives across Operations. Seek out and facilitate opportunities to improve efficiency and effectiveness through better tools and processes. Workload Coordination & Assessment: Continually schedule, monitor and adjust workload across the team to meet priorities and availability and responsiveness goals. Align clients with the most suitable Account Managers based on capability and capacity. Coordinate cross‑team communication and resources for maximum effectiveness. Required Qualifications Bachelor’s Degree required. 2 years payroll and/or call center experience. Successful experience in escalations and at‑risk client retention efforts. Project Management experience. Proficient in SQL, MS Access or Excel. Operations experience. Preferred Qualifications 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, typically 7‑8 hours a day. Use of computer, phone systems and typing; ability to operate multiple software programs and use phone systems simultaneously. Compensation and Benefits Pay range: $53,600 – $85,100 per year. Eligible for annual bonus and restricted stock unit grants based on performance. Benefits include medical, dental, vision, life, disability and a 401(k) match. EEO Statement Paylocity is an equal‑opportunity employer and 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. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. #J-18808-Ljbffr Paylocity