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 developing intuitive, easy‑to‑use products that help businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. In‑Office: This is a 100% in‑office role based at our Schaumburg, IL 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 involves 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. Primary Responsibilities Dependability/ Follow‑up: Timely responsiveness and proactive follow‑up. Problem solving: Troubleshoot and problem‑solve leveraging knowledge, resources, qualitative and quantitative information. Communication: Provide professional and 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 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 and individual effectiveness, assess intervention results and develop tracking for metrics not yet available. Performance Management: Assess and build knowledge (technical, business, soft skills) through real‑time teaching, one‑on‑one discussions, team meetings and the performance management process. Facilitate coaching, training and mentoring of Account Managers. Client Focus: Monitor and assess client interactions, intervene when needed, act as first‑level escalation and resolve issues with ownership. Operational Tools & Processes: Lead cross‑team work focused on increasing operational effectiveness and represent the Service Center in key initiatives across Operations. Workload Coordination & Assessment: Schedule, monitor and adjust workload across the team to ensure priorities and responsiveness goals are achieved. Required Qualifications Bachelor’s Degree. 2 years of payroll and/or call‑center experience. Experience in escalations and at‑risk client retention efforts. Project Management experience. Proficiency in SQL, MS Access or Excel. Operations experience. Preferred Qualifications 1+ years of supervisory experience. HRIS experience. Experience leading training initiatives. Experience using reporting and metrics as a key part of the job. Minimum 3 years of 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 work with multiple software programs simultaneously. Paylocity is an equal‑opportunity employer. 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 embrace and encourage our employees’ differences and actively cultivate them to drive innovation. The pay range for this position is $53,600 – $85,100/yr; base pay 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. Base pay 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 #J-18808-Ljbffr Paylocity