SBS Team Leader, Service and Implementation

ADP•El Paso, TX

16d

About The Position

ADP is hiring a SBS Team Lead – Service & Implementation. In this position, you'll couple your expertise with our innovative solutions to support the implementation & service teams, providing guidance, insight and coaching to associates, as well as identifying opportunities for improvement. In this role you will assist the SBS MW Region with running the day-to-day operations of the team. Supporting the inbound service center with payroll issues while providing feedback, coaching and handling escalated issues Unlock Your Career Potential: Implementation at ADP. Do you have a passion for out-of-the-box thinking and a commitment to making sure customers get the most for their investments? At ADP, the Implementation team is driven by our customers' success. With us, you'll combine your analytic and project management skills with your ability to simplify complex information -- helping customers develop the skills and confidence to use our products with ease. You provide the expert support that makes our integrated solutions stand out in an increasingly competitive global marketplace. 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

Two to three years of experience in a leadership and/or mentorship role
Demonstrated ability to manage time and prioritize operational issues.
Must have the ability to effectively communicate to both clients and internal staff and work under pressure of time constraints.

Nice To Haves

Bachelor's degree or equivalent in education and experience
Strong project management skills and the ability to multi-task
Ability to work as part of a team to accomplish tasks
Strong client relationship building skills
Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills

Responsibilities

Workers with the region on projects and will have to present findings and solutions to the senior leadership team
Will assist the assoicates with esclations for the inbound service center, helping with research and follow up on Client and Tax related issues
Provides technical support to the team by answering their questions and resolving issues, including all areas pertaining to the Center's operations. Stays abreast of system and service features, changes and enhancements.
Works with the Technical Support Specialists and/or other internal departments to ensure accuracy and total client satisfaction. Assist associate’s in researching complex issues and assist with resolution and communication. Works directly with clients to handle escalated issues.
Assists Team Managers to ensure a smooth workflow is maintained.
Monitors various productivity and performance standards and ensures that established levels are achieved, especially during peak activity periods.
Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
Identifies developmental needs and makes recommendations regarding the team's training requirements.
Works with Leadership to coordinate and even create training as needed to enhance productivity and performance levels.
Coaches associates to meet quality and productivity goals, using the quality monitoring system as appropriate. Provide direct feedback to associates on areas of opportunity to enhance client service. Tracks errors and provides immediate feedback to help determine potential problems. Provides input into the performance appraisal process.
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.
Participates in screening, interviewing, and onboarding of new associates.
Act as a backup to the Implementation Team Manager
Escalates issues which may require intervention by the Implementation Team Manager. May make operational decisions in the managers absence. Work directly with sales partners to provide solutions and support clients.
Facilitate Team Meetings and associate 1:1's.
Generates a daily report of statistics to review daily performance (calls per hour, personal time, etc.). Analyze statistics and prepare reports.
Performs duties of an Implementation Specialist, especially during peak volume periods.