Client Service Team Leader

ADP•Schaumburg, IL

11h

About The Position

Unlock Your Career Potential: Leadership at ADP. At ADP, we're passionate about leading the way in Human Capital Management. Through leading-edge innovation, we're quickly changing the face of our industry and are looking for the right leaders to help us make waves. If you enjoy taking on challenges, upholding values, energizing a team, and exceeding goals, you'll fit right in with our dedicated team, who make amazing things happen for each other and our clients every day. ADP is hiring a Client Service Team Leader. In this position, you'll leverage your 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 employees. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

Requirements

Bachelor's degree or equivalent in education and experience
At least 3 years of experience
At least 1 year of people leadership experience

Nice To Haves

Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
Ability to work and thrive in a team environment, focused on achieving results
Ability to maintain cooperative working relationships with all levels of management
Ability to assess team members' performance and provide motivational support
Ability to work both independently and as part of a team
Strong client relationship building skills
Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Prior experience in dealing with client escalations and retention
Proficient in the latest web technologies and working knowledge of various operating systems
Proficient using Microsoft Office
CPP or FPC certification
Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures

Responsibilities

May lead daily activities of the team to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities and overall goals
Serve as a resource for team members, based on a strong working knowledge of team's responsibilities, goals and associates individual development plans and training needs.
May monitor associate/client interactions utilizing the quality monitoring system and
Evaluate calls to ensure that World Class Service is being delivered based on the guidelines provided
May oversee the use of standard process workflows by team
May train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed
Assist in handling client and corporate escalations. Help facilitate issue resolution that can’t be handled at the frontline level.
Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
May serve as an acting backup to the Team Manager, providing leadership, guidance and direction to team members in the absence of the manager
May provide feedback on individual performance of associates to leadership.
Provide direct feedback to associates on areas of opportunities to enhance services provided to the client.
May contribute to providing feedback to leadership for associate performance appraisals.
Utilize sound judgment to escalate issues that may require intervention of the Team Manager
Analyze team statistics and prepare reports
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.