Supervisor, TPA Operations

About the role

The TPA Ops Team Lead at Paylocity is responsible for overseeing the day-to-day operations of their designated team, providing feedback on staff performance, managing client issues, and leading the team through training and development.

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.
• Help create and update processes and other internal training documentation as necessary.

Requirements

• Minimum 2-3 years' experience in a benefits support role.
• Experience in Tax advantaged plans (FSA, HAS, HRA, Commuter) role preferred.
• 2-3 years of supervisory experience with a service-oriented team.
• Bachelor’s Degree required.
• Experience with ownership and accountability in group responsibilities.
• Previous benefits experience strongly preferred.
• Previous experience with Payroll systems is strongly preferred.
• Previous supervisory/mentoring experience preferred.

Qualifications

Education and experience requirements as outlined above.

Skills

• Problem-solving skills.
• Leadership and coaching abilities.
• Customer service excellence.
• Ability to manage multiple tasks and priorities.
• Strong communication and interpersonal skills.

Benefits

Paylocity offers a comprehensive benefits package including medical, dental, vision, life, disability, and a 401(k) match. Additional benefits include paid time off, flexible work arrangements, and professional development opportunities.

Pay

The pay range for this position is $61,500 - $85,100 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here.

Schedule

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