I had an amazing mentor while at Paychex who is honestly the only reason I stuck around as long as I did. I started off as a dedicated payroll specialist handling a book of business for over 600 clients which sounds like a lot, but it was manageable during our off-season. Year-end, which lasts November through the end of February, was always a time when the workload became unmanageable. To compensate last year, management instituted a 'mandatory overtime' policy which required us to work a minimum of 4 hours OT each week.
The pay that resulted from that is not the source of my complaint but rather - it did make me wonder 'Why don't they just hire more employees to balance the workload?' In my 1.5 year tenure with Paychex, Executives started dropping like flies across the board which should have been my first sign that something was awry.
This year, management, which consists of a cast of corporate puppets who view their staff as numbers on a spreadsheet, announced that we would be joining the 'rapid response' team (i.e., taking back-to-back calls) while balancing our 600-client caseloads. This was the result of a brilliant decision to outsource the e-mail work to India in order to cut company costs.
The 'Global Team' as these overseas workers are referred to, would message myself and my peers throughout the day asking us how to solve the issues our clients would e-mail about. It's worth mentioning that there was no additional on-the-job pay to train these individuals who not only were essentially taking our jobs, but we were not compensated with training pay to teach them how to do so.
From what I witnessed, these teams sent embarrassingly unprofessional and uneducated responses to our clients that had them wondering if we had all sustained head injuries of some sort. If that's the direction you'd like to go, Paychex, all I can say is good luck to you. This guy is out.
