Client Service Team lead

ADP•Alpharetta, GA

2d•Onsite

About The Position

ADP is hiring a Client Service Team Lead. This role is about enabling customers to be more effective employers. The customer service team collaborates with customers and other ADP colleagues to ensure products and services deliver winning results. The Team Lead will leverage project management and leadership expertise to assist the Team Manager in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for the team.

Requirements

Minimum of three years of experience
Experience noted above, OR Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

Nice To Haves

At least one year of people leadership experience
EV4 or WFN experience
Certifications: Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
Advanced Internet and MS Office Skills (Word/Excel)
Superior client service skills (both verbal and written) and strong, active listening and communication skills
Ability to collaborate and work effectively within cross-functional teams
Ability to maintain cooperative working relationships with all levels of management
Capacity to assess team members' performance and provide motivational support
Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures
Ability to work independently and as part of a team, focused on achieving results

Responsibilities

Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities and each associate's development plan and training needs.
Lead daily activities of the team to ensure that all work is completed accurately and with quality according to scheduled deadlines, priorities, and overall goals.
Call quality monitoring of associate/client interactions.
Train and mentor team members; coordinate additional training as needed with leadership support and provide feedback to leadership on each team member's performance.
Serve as a backup to the Team Manager to provide guidance and direction to the team in the manager's absence.
Prioritize critical issues, provide technical support, guidance, and direction to ensure the right client support is delivered in a timely and effective manner.
Provide first level client escalation for issues. Develop an action plan and oversee resolution efforts pertaining to the actual processing of the payroll.
Provide direct feedback to associates on opportunities to enhance services provided to the client.
Analyze team statistics and prepare reports.
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.