Lead Client Services Ops

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. If career development is desired, 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! This is a 100% in‑office role based at our Meridian, ID 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. 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 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. The Team Lead 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. 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 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 focus where needed for learning, coaching, intervention and operational improvements. Performance Management: Continually assess and build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings, and 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 supports impacted AMs to facilitate ongoing outstanding client service. Client Focus: Proactively and reactively monitor and assess client interactions and intervene when needed by coaching and feedback. Acts as first‑level escalation, directly engages clients, and takes action and ownership to resolve issues. Proactively identifies situations (AM turnover, lack of knowledge, etc.) that may disrupt 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 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 schedule, monitor and adjust 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 to provide the most consistent positive client interactions. Coordinates cross‑team communication and resources for maximum team effectiveness, taking advantage of opportunities to create efficiencies. Required Education and Experience 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 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 and phone systems: Operate a computer, use phone systems, type, and use multiple software programs and inquiries simultaneously. Compensation and Benefits The pay range for this position is $53,600 - $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 medical, dental, vision, life, disability coverage, a 401(k) match, and other 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. 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 comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request a reasonable accommodation in the job application or interview process, please contact View email address on click.appcast.io. This email address is exclusively designated for such requests and is not for resume submissions. #J-18808-Ljbffr