Supervisor, S125 Field Support

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Job description

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:
Manages departmental resources to meet incoming call performance standards.

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.

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.

Acts as departmental lead for high-exposure or high-impact projects to ensure that the department is represented appropriately.

Builds and maintains partnerships with Branch and HR Solutions to facilitate issue resolution, communication, and process improvement.

Provides recommendations to HRS Managers regarding the development of policies and procedures; identifies and implements processing efficiencies.

Monitors staff and work flow using key indicators to ensure that deadlines and accuracy requirements are met.

Utilizes technical expertise on multiple product lines to resolve client concerns and Paychex policy and procedural issues.

Coordinates communication with outside parties, including field offices, HRS Operations, HRS Service, and clients.

Manages or assists with the management of the capital and operating budgets for the functional area and analyzes interdepartmental reports as they relate to the cost centers. Achieves cost center projections through labor expense and administrative expense controls. May assist with the preparation of the budget.

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

Associate's Degree - Preferred

1 year of experience in Leadership role.

Possesses strong technical aptitude.

Effective leadership skills.

Compensation:
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $64,260-$91,800/yr 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.

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