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

Supervises team of product support representatives that conducts research on client issues from numerous service teams. Participates in system and product upgrades and completes DOL/IRS subpoenas; serves as departmental lead on product releases, including new product development, projects, change request (CR) status reports, and support tickets.

Responsibilities

• Supervises completion of incidents assigned from call centers regarding client inquiries, system issues, automation shortcomings, and enhanced customer service offerings to ensure that deadlines are met.
• Supervises completion of DOL/IRS subpoenas to ensure that deadlines and accuracy requirements are met.
• Reviews escalated issues from Paychex HR Solutions staff and management and client concerns; makes decisions regarding process deviations to ensure proper resolution.
• Delegates high-impact assignments to direct reports to ensure proper resolution of all issues.
• Represents the department on teams and projects to ensure that departmental needs are met and that actions of the team are aligned with departmental goals.
• Oversees and approves drafting of requirements, cost-benefit analyses, business cases, and other initiatives targeting efficiency and profitability gains for business as usual (BAU) and product releases.
• Executes team metrics, including productivity, quality assurance, and completion time frames to ensure that individuals are performing to their capacity, output is accurate, and time frames are met.
• Reports process, performance, and system discrepancies to management to resolve performance or compliance issues.
• Recruits, selects, hires, and evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources.

Qualifications

• H.S. Diploma
• Required
• Knowledge of pension plans and project management experience.
• 1 year of experience in Leadership role.
• 4 years of experience in Related field.

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.

Note: The benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary.

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. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.

• Supervises completion of incidents assigned from call centers regarding client inquiries, system issues, automation shortcomings, and enhanced customer service offerings to ensure that deadlines are met.
• Supervises completion of DOL/IRS subpoenas to ensure that deadlines and accuracy requirements are met.
• Reviews escalated issues from Paychex HR Solutions staff and management and client concerns; makes decisions regarding process deviations to ensure proper resolution.
• Delegates high-impact assignments to direct reports to ensure proper resolution of all issues.
• Represents the department on teams and projects to ensure that departmental needs are met and that actions of the team are aligned with departmental goals.
• Oversees and approves drafting of requirements, cost-benefit analyses, business cases, and other initiatives targeting efficiency and profitability gains for business as usual (BAU) and product releases.
• Executes team metrics, including productivity, quality assurance, and completion time frames to ensure that individuals are performing to their capacity, output is accurate, and time frames are met.
• Reports process, performance, and system discrepancies to management to resolve performance or compliance issues.
• Recruits, selects, hires, and evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources.
• H.S. Diploma
• Required
• Knowledge of pension plans and project management experience.
• 1 year of experience in Leadership role.
• 4 years of experience in Related field.