Client Service Manager (Comprehensive Services)

ADP•Tempe, AZ

8d•Hybrid

About The Position

ADP is hiring a Client Service Team Manager within its Comprehensive Services space. The manager leads a team serving as ADP’s front line for resolving client challenges, answering questions, assisting clients, and training users on ADP technology. The role is accountable for service reputation and client satisfaction. The manager directs the team’s daily activities, coaches and develops team members, supports a productive working environment, and manages client escalations. The position operates in a metrics-driven call center environment with a structured day and requires building rapport and trust with clients and team members. The role also includes tracking productivity and performance, preparing reports for leadership, evaluating employee performance, coordinating training, and implementing business-unit strategic goals in partnership with internal groups.

Requirements

At least five years of client service experience.
At least three years of people leadership experience.
Ability to work comfortably in a metrics-driven call center environment as part of a structured day.
Strong interpersonal and communication skills to build rapport and trust with clients and team members.
Product knowledge and ability to manage client escalations and resolve issues.
A college degree is not required; relevant experience or military experience demonstrating teamwork, adaptability, organization, and follow-through is acceptable.

Nice To Haves

Fundamental Payroll Certification (FPC).
Certified Payroll Professional (CPP).

Responsibilities

Provide leadership, guidance, and direction to team members and ensure work is completed on schedule and meets quality standards, priorities, and goals.
Oversee team use of standard process workflows and monitor productivity and performance standards, particularly during critical activity periods.
Analyze team statistics and prepare reports for leadership.
Train and mentor team members, identify development needs, and coordinate additional training with leaders.
Evaluate associate performance, complete performance appraisals, and collaborate with team members on Individual Development Plans.
Develop and administer corrective actions and performance improvement plans.
Exercise hire/fire authority in conjunction with Human Resources and potentially oversee Workforce Management, including scheduling and succession planning.
Manage escalated client issues and direct the team in resolving them.
Communicate with clients and representatives using interpersonal skills and product knowledge to resolve issues and exceed client expectations.
Implement business-unit strategic goals and collaborate with internal groups and peers to establish best practices.
Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.