PIA Service Center Supervisor

Paychex Rochester , NY 14618

Posted 2 months ago


Ensures that a quality product and exceptional customer service is delivered to our clients/participants in an accurate and timely manner by managing day-to-day work flow/processing of Health and Benefit and Cobra call queues. Directly supervises and develops PIA personnel.

  • Supervises PIA employees in all aspects of PIA product processing; monitors work flow using key indicators to ensure that deadlines and accuracy requirements are met.

  • Reviews recorded calls to ensure compliance with agency regulations and Paychex quality standards.

  • Provides feedback to advisors and takes corrective action when needed.

  • Responsible for resolution and follow-through of high-impact processing issues such as Cobra notices, Association Open Enrollment, Local Carrier relations. Acts as key decision maker for the Business Continuity Plan.

  • Provides technical expertise to solve problems regarding internal, field office, and client/participant issues to ensure that quality service is provided to both field offices and clients/participants.

  • Recruits, 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.

  • Represents the department on teams and projects to ensure that departmental needs are met and that actions of the team are in line with departmental goals.

  • Reviews key indicators and reports to determine if correct call center metrics are in place and followed.

  • Reviews and approves direct report higher-risk task processing to ensure that higher-risk decisions are made appropriately.

  • Makes recommendations to PIA Managers regarding the development of policies and procedures; identifies and implements processing efficiencies.

  • Coordinates communication, including conference calls, with outside parties (field offices, Agency Clients, Cobra Participants) to resolve escalated issues/corporate complaints.

  • Assists in the preparation of the annual budget; monitors expenses and makes adjustments to approved budget.

  • Life, Accident and Health must be obtained within 90 days of employment.


  • Associate's Degree
  • Preferred
  • Call center experience.

  • 1 year of experience in Leadership role.

  • Effective leadership skills.

  • Effective leadership skills.

  • Effective leadership skills.

  • Life Accident and Health license Life, Accident and Health must be obtained within 90 days of employment.

  • Preferred
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PIA Service Center Supervisor