Call Center Manager

Paylocity; Town of Pittsford (NY); On-site; USD 74,600 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) match

Career development opportunities

Job summary

Paylocity is seeking a Client Services Manager Ops to enhance client satisfaction and retention. This role involves leading a team of Account Managers and collaborating with cross-functional partners.

The ideal candidate will have strong leadership skills, a Bachelor’s degree, and experience in the HCM or payroll industry. The position is in-office in New York and offers a competitive salary with benefits.

Qualifications

• 2+ years of leadership experience in customer service roles.
• Experience using KPIs to measure performance and success.
• Familiarity with HCM/Direct Payroll Industry.

Responsibilities

• Develop strategies for enhancing client satisfaction and retention.
• Lead a team of Account Managers in client interactions.
• Collaborate with cross-functional partners to support client services.

Skills

Leadership

Customer Relationship Management

Technical Expertise

Process Management

Interpersonal Skills

Education

Bachelor’s degree

Tools

MS Office

Job description

Overview

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 delivering an intuitive, easy‑to‑use suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. While traditional HR and payroll providers automate basic processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and meet the expectations of the modern workforce.

We provide employees with the resources they need to succeed, including comprehensive medical, dental, vision, life, disability, and a 401(k) match benefits package, as well as perks that support you, your family, and your finances. Career development opportunities are also available for those who seek growth.

Position Overview

Client Services Manager Ops plays a pivotal role in ensuring client satisfaction and retention. This role develops strategies to address issues, proactively serves highly complex clients, and leads a team of Account Managers and their supervisors. Success depends on strong leadership, technical expertise, process management, and soft skills. The Manager works with a peer group of Managers to prioritize client interactions and efforts, engaging directly with clients to resolve escalated calls and negotiate solutions that benefit both the client and the organization.

In‑Office

This is a 100% in‑office role based at our Schaumburg, IL or Rochester, NY location. Remote or hybrid work is not available. Candidates must be able to work on‑site five days per week during designated work hours.

Responsibilities

• Develop strategies and initiatives to enhance and maintain client satisfaction and retention.
• Lead and manage a team of Account Managers, providing coaching and guidance on client interactions, issue resolution, and the application of soft skills to minimize client risk.
• Facilitate continuous learning opportunities to expand the knowledge base of your staff.
• Offer proactive development opportunities aligned with corporate goals and values.
• Create and maintain a positive work environment that encourages open communication, learning, coaching and recognition.
• Monitor team workload, ensuring an appropriate balance of volume, priority and client/account manager alignment.
• Manage the hiring and onboarding of new team members, emphasizing strong trusted relationships from day one.
• Generate creative solutions and innovative ideas to increase employee engagement and retention.
• Collaborate with cross‑functional partners to ensure processes and tools support clients and the client services team, including Technical Services, Finance, Tax, Sales, Support, Distribution, and Implementation.
• Exhibit flexibility in day‑to‑day responsibilities, emphasizing agility in adapting to changing circumstances.
• This job requires up to 25% travel for internal and/or client‑facing meetings.

Education and Experience

• Bachelor’s degree required.
• 2+ years of previous leadership experience in a customer service/customer relationship role.
• Experience using reporting and metrics as a key part of the job (Monthly/Quarterly KPIs).
• Experience leading other leaders preferred.
• Previous experience in HCM/Direct Payroll Industry.
• Experience working with payroll, HCM, or HRIS software.
• Excellent knowledge of MS Office, including MS Excel.
• Strong interpersonal skills.

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, handling multiple software programs and inquiries simultaneously.

Equal Opportunity Employer

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 comply with federal and state disability laws and provide reasonable accommodations to applicants and employees with disabilities.

Compensation and Benefits

The base pay range for this position is $74,600 – $110,000 per year; base pay offered may vary depending on job‑related knowledge, skills, and experience. The position is eligible for an annual bonus and restricted stock unit grant based on individual performance, in addition to a full range of benefits including medical, dental, vision, life, disability, and 401(k) match coverage.