TPA Operations Team Lead - On-Site

Paylocity

Schaumburg (IL)

On-site

USD 61,500 - 85,100

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Job summary

Paylocity is seeking an experienced TPA Ops Team Lead to oversee the day-to-day operations for their designated team at our Schaumburg, IL office. This 100% in-office role requires strong leadership to drive performance and service excellence.

You will coach staff, handle escalated issues, and partner with management to implement process improvements. A background in benefits support (2–3 years) and supervisory experience, plus a Bachelor’s degree, are required.

Qualifications

Minimum 2–3 years’ experience in a benefits support role.
2–3 years of supervisory experience with a service-oriented team.
Bachelor’s Degree required.
Experience with payroll systems preferred.

Responsibilities

Oversee customer support channels, including phone and email support teams.
Monitor calls and emails for quality assurance and coach team members toward service KPIs.
Provide training and assist with coaching and development of new and existing team members.
Positively and effectively handle escalated issues from customers or internal teams in a collaborative “win‑win” approach.
Facilitate business or team update communications through regularly occurring meetings, 1:1s or team huddles.
Provide input and recommendations to managers in the areas of performance management, promotional opportunities, employee employment status changes and performance issues.
Develop and implement action plans to improve team or individual performance.
Subject matter expert in key areas of their department.
Help create and update processes and other internal training documentation as necessary.