Client Services Supervisor - Majors

In‑Office: This is a 100% in‑office role based at our Pittsford, NY 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 (Client Services 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 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 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 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 setup 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 key metrics and reporting; develop tracking for new metrics; use metrics to drive continuous improvement. Performance Management: Continually assess and build knowledge through real‑time teaching, one‑on‑one discussions, team meetings and performance management; create learning opportunities; prioritize high‑impact learning objectives; facilitate coaching, training and mentoring; support Account Managers in client movement and service excellence. Client Focus: Proactively and reactively monitor client interactions, intervene to provide coaching and feedback; first‑level escalation and direct client engagement; minimize impact of AM turnover, knowledge gaps; negotiate, influence, consult and resolve with C‑Suite decision makers. Operational Tools & Processes: Plan, lead and execute cross‑team initiatives to increase operational effectiveness; represent the Service Center in key operations initiatives; seek opportunities to improve efficiency through better tools and processes. Workload Coordination & Assessment: Schedule, monitor and adjust workload across the team to meet priorities and responsiveness goals; align client needs with Account Manager capacity; coordinate cross‑team communication and resources. 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. The pay range for this position is $82,000–$85,000; 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 a full range of 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. Applicants should apply via 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 embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio‑economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups, employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request 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, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. #J-18808-Ljbffr Paylocity