Customer Support Supervisor - Operations

Team Lead (Customer Service Supervisor)

The purpose of the Team Lead (Customer Service Supervisor) is to provide operational initiative, guidance and support across a Client Services Team of Account Managers, enabling outstanding client satisfaction. This is done by (1) monitoring team performance (quantitative and qualitative), (2) providing ongoing learning opportunities that continually share and build knowledge (3) working directly with clients on escalated issues (4) identifying and facilitating process improvements and (5) coordinating work across the team, including workload management and client assignments. The Team Lead exercises independent judgment in many situations to achieve and sustain client satisfaction. Supervises 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.

The Team Lead will work with a group of Leads to prioritize and coordinate work for the maximum impact.

Primary Responsibilities

• Dependability/ Follow Up: Timely responsiveness & proactive follow up
• Problem Solve: Troubleshoot and problem solve leveraging knowledge, resources, qualitative and quantitate information
• Communication: Provide professional & appropriate internal/ external communication as well as 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. 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 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.

Education and Experience

Required

• 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

Preferred

• 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

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