Team Leader, Benefits Service

ADP•Alpharetta, GA

4d•Onsite

About The Position

This role is focused on 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 Leader 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

At least 3 years of benefits service experience required along with WFN
Successful track record of assisting with/handling escalated clients necessary
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 maintain cooperative working relationships with all levels of management
Ability to assess team members' performance and provide developmental guidance
Ability to work both independently and as part of a team focused on achieving results
Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
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

One year of people leadership experience and demonstrated leadership abilities
Actively enrolled in ELP or recognized ADP leadership program (APA training programs, or other leadership programs as designated by your leader) to be completed within 18 months of becoming Team Lead
Experience in navigating ADP platforms (Workforce Now, HENRY or Next Gen) or HCM products for client
Advanced Internet and MS Office Skills (Word/Excel)
Superior client service skills (both verbal and written) and strong, active listening and communication skills with the ability to respond and react to a variety of different critical issues simultaneously
Ability to collaborate and work effectively within cross-functional teams
Ability to maintain cooperative working relationships with all levels of management
Ability to remain calm in stressful situations including managing strict deadlines with a sense of urgency
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

Support Benefits Service Manager with efforts required to meet team and client KPIs
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