Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

The Supervisor II plays a pivotal role in leading multiple operational projects, overseeing a team of 50–60 specialists, and managing 1–2 frontline supervisors handling teams. This position is accountable for driving service excellence, ensuring consistent delivery against performance metrics, and fostering a culture of continuous improvement. The Supervisor II partners closely with cross-functional teams to resolve escalations, conduct root cause analyses, and implement strategic initiatives that align with business objectives and enhance overall team effectiveness. 

Key Responsibilities: 

• Lead and manage frontline staff and supervisors to ensure timely and accurate execution of client requests. 

• Oversee daily operations, manage workflows, and ensure adherence to SLAs and KPIs. 

• Conduct RCA and performance analysis to identify trends and implement corrective actions. 

• Collaborate with Workforce Management (WFM) on forecasting, staffing, attendance, and shrinkage. 

• Recruit, hire, and evaluate team members; provide coaching, mentoring, and career development. 

• Drive process improvements through data insights, automation, and compliance with industry standards. 

• Handle escalations and collaborate with stakeholders to resolve conflicts and ensure smooth project delivery. 

• Organize team engagement activities and foster a high-performance, service-oriented culture. 

• Prepare and present weekly/monthly performance reports to leadership. 

• Lead or participate in special projects to support strategic initiatives and decision-making. 

 

Required Skills: 

• Proven ability to lead large teams and mentor first time leaders, demonstrating strong people management capabilities. 

• Effectively resolve interpersonal and operational conflicts. 

• Assign responsibilities efficiently while ensuring accountability and ownership across team members. 

• Identify inefficiencies and drive the implementation of effective solutions to enhance productivity 

• Collaborate cross functionally and lead issue resolution with key internal and external partners 

• Foster continuous learning and support professional growth among team members 

• Promote positive and inclusive work environment encouraging team cohesion and engagement 

• Apply an analytical mindset and strong decision-making skills to address challenges and drive results 

• Proficient in analyzing KPIs and performance data. 

• Strong verbal/written communication and presentation skills. 

• Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook) and role-related systems. 

 

Education & Experience: 

• Education: Graduate degree or higher in Business Administration, Operations Management, or a related field. 

• Experience: 10–12 years of total experience with at least 4 to 6 years in a leadership role managing large teams and multiple projects. 

Education & Experience: 

• Education: Graduate degree or higher in Business Administration, Operations Management, or a related field. 

• Experience: 10–12 years of total experience with at least 4 to 6 years in a leadership role managing large teams and multiple projects.

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.


Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.