About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview:
Lead and direct all service activities, including workflow and financial management, of client service team to achieve higher levels of employee engagement and satisfaction, client service, net client gain and client retention. May be accountable for one or multiple location responsibilities. Oversight may also include site management, including duties related to the management of the physical plant/building.

Responsibilities:

• Manages a team of client service employees who are responsible for the client’s payroll to ensure call volume and queue activity are at optimal levels and meeting client needs. Recruits, selects, hires and evaluates performance of employees to drive excellence in service delivery. Counsels employees when service slips or falls below expected standards. Develops staff for personal and corporate advancement through career development, training programs and other available resources.
• Maintains or improves the call center’s real-time responsiveness to ensure quality service is provided to clients by using effective inspection and monitoring tools and techniques. Responds quickly when opportunities are seen to improve service levels.
• Achieves cost center goals through expense control and the promotion and execution of client retention and net client gain strategies. Assists service location leaders/managers with development of strategies that drive client net gain and improve employee engagement within the service location. Proactively identifies resolves and escalates to senior management activities such as fraud prevention, system/process vulnerabilities, data security and client and employee concerns to mitigate negative business impacts.
• Partners with Implementation Managers to ensure clients are transitioned in a positive and efficient manner.
• Develops and implements strategies and action items to increase employee engagement and satisfaction.
• Participates, leads and implements continuous improvement initiatives and provides suggestions and feedback for process improvements within the organization. Reviews, recommends and implements changes to the workflow of the group to ensure quality service and sound client relations are met.
• Partners with business units and maintains strong working relations with critical partners to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance the client experience. Maintains strong working relationships with critical business partners in IT, Sales, Field Operations, HRS Operations and Corporate in order to remove obstacles conflicting with client service and financial goals.

Qualifications:

• H.S. Diploma - Required
• 2 years of experience in Supervisory experience.

Compensation: In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $73,436.36-$115,400.00 annually. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range. Live the Paychex Values:

• Act with uncompromising integrity.
• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

What’s in it for you?:

• We value your well-being: We provide over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance, financial assistance, and much more.
• We value your time: From paid time off to company holidays, culture days, and comprehensive work-life balance programs, we will ensure you have the flexibility you need to be your best.
• We value your development: Our award-winning training and development programs empower our employees with ongoing learning opportunities to give you the building blocks to grow your career.
• We value your perspective: Our company culture reflects the diversity of our employees. We want you to be you and your voice to be heard.
• We value our communities: We offer paid time off for volunteerism and promote many company-wide and local initiatives that benefit organizations you care about.Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you’re passionate about the role but don’t check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.

Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.

• Manages a team of client service employees who are responsible for the client’s payroll to ensure call volume and queue activity are at optimal levels and meeting client needs. Recruits, selects, hires and evaluates performance of employees to drive excellence in service delivery. Counsels employees when service slips or falls below expected standards. Develops staff for personal and corporate advancement through career development, training programs and other available resources.
• Maintains or improves the call center’s real-time responsiveness to ensure quality service is provided to clients by using effective inspection and monitoring tools and techniques. Responds quickly when opportunities are seen to improve service levels.
• Achieves cost center goals through expense control and the promotion and execution of client retention and net client gain strategies. Assists service location leaders/managers with development of strategies that drive client net gain and improve employee engagement within the service location. Proactively identifies resolves and escalates to senior management activities such as fraud prevention, system/process vulnerabilities, data security and client and employee concerns to mitigate negative business impacts.
• Partners with Implementation Managers to ensure clients are transitioned in a positive and efficient manner.
• Develops and implements strategies and action items to increase employee engagement and satisfaction.
• Participates, leads and implements continuous improvement initiatives and provides suggestions and feedback for process improvements within the organization. Reviews, recommends and implements changes to the workflow of the group to ensure quality service and sound client relations are met.
• Partners with business units and maintains strong working relations with critical partners to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance the client experience. Maintains strong working relationships with critical business partners in IT, Sales, Field Operations, HRS Operations and Corporate in order to remove obstacles conflicting with client service and financial goals