28 days old

Client Services Team Leader

El Paso, TX 79901

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 Services Team Leader for the Service Team. 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.

Responsibilities

  • Understanding the call center operations key metrics and driving performance.
  • Understands the perspective of the client and takes action(s) to integrate the client's needs with the products and strategic direction of ADP; builds a relationship of trust and respect with the clients and associates.
  • Makes expedient but sound decisions that impact all critical risk factors and service quality and goals.
  • Make recommendations and drive service enhancements and initiatives.
  • Provides feedback and instruction that ensures performance meets or exceeds service level agreements.
  • Monitor and make adjustments when appropriate to balance workload.
  • Celebrates success to reinforce positive behavior.
  • Handle highly escalated issues coming from Clients and Internal associates.
  • Partnering with other departments to drive seamless experience for Clients.
  • Aligned to achieve Goals with a proper vision as per the organization. 
  • Evaluate business trends and make recommendations for future needs. Identify and implement continuous improvement opportunities with measurable results while practicing effective change management skills.
  • Partners with manager to develop team engagement and activities.
  • Provides mentoring, coaching, active feedback and encouragement to associates on performance and associate development.
  • Identifies training opportunities and ensures appropriate training occurs.
  • Participate/facilitate in regular team update meetings, one on ones, roundtables and booster training sessions.
  • Creates a culture of mutual trust and caring. Self-aware of areas for development and growth.
  • Drives personal development plan, with guidance from manager.
  • Builds business knowledge of applicable products, systems, and procedures and stay abreast of industry trends impacting service delivery and operations.
  • Guides the achievement of an organizational vision by influencing policy and strategy.
  • Builds collaboration with stakeholders, identifies and allocates resources needed to achieve organizational vision.
  • Gains the involvement of diverse work groups and/or task forces to accomplish specific project or department goals.
  • Effects organization culture, leads by example, and is able to effectively communicate and advocate complex and competitive influences.
  • Fosters an environment that empowers associates to affect positive change.
  • Applies knowledge and gathers information necessary to make decisions; identifies and assesses risk to resolve problems in a timely manner.
  • Presents the information and recommendations to stakeholders and various levels of leadership.
  • Removes obstacles that impede team's performance.
  • Understands decisions that may have large scale impact.
  • Anticipates and eliminates problems, and promotes a high level of accuracy to prevent negative impact to clients and stakeholders. Analyze team statistics and prepare reports.
  • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
  • Conducting weekly huddles with groups to share updates, knowledge.
  • Driving Associate engagement activities within the team members.
  • Strong Knowledge on ADP privacy and Security guidelines.
  • 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.
  • Participation and delivery of Important projects .

 

 

QUALIFICATIONS REQUIRED:

  • Bachelor's degree or equivalent in education and experience
  • At least 3 years of experience in call center Operations and Client servicing.
  • Knowledge on Wage garnishment will be preferable.

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 Services Team Leader for the Service Team. 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.

Responsibilities

  • Understanding the call center operations key metrics and driving performance.
  • Understands the perspective of the client and takes action(s) to integrate the client's needs with the products and strategic direction of ADP; builds a relationship of trust and respect with the clients and associates.
  • Makes expedient but sound decisions that impact all critical risk factors and service quality and goals.
  • Make recommendations and drive service enhancements and initiatives.
  • Provides feedback and instruction that ensures performance meets or exceeds service level agreements.
  • Monitor and make adjustments when appropriate to balance workload.
  • Celebrates success to reinforce positive behavior.
  • Handle highly escalated issues coming from Clients and Internal associates.
  • Partnering with other departments to drive seamless experience for Clients.
  • Aligned to achieve Goals with a proper vision as per the organization. 
  • Evaluate business trends and make recommendations for future needs. Identify and implement continuous improvement opportunities with measurable results while practicing effective change management skills.
  • Partners with manager to develop team engagement and activities.
  • Provides mentoring, coaching, active feedback and encouragement to associates on performance and associate development.
  • Identifies training opportunities and ensures appropriate training occurs.
  • Participate/facilitate in regular team update meetings, one on ones, roundtables and booster training sessions.
  • Creates a culture of mutual trust and caring. Self-aware of areas for development and growth.
  • Drives personal development plan, with guidance from manager.
  • Builds business knowledge of applicable products, systems, and procedures and stay abreast of industry trends impacting service delivery and operations.
  • Guides the achievement of an organizational vision by influencing policy and strategy.
  • Builds collaboration with stakeholders, identifies and allocates resources needed to achieve organizational vision.
  • Gains the involvement of diverse work groups and/or task forces to accomplish specific project or department goals.
  • Effects organization culture, leads by example, and is able to effectively communicate and advocate complex and competitive influences.
  • Fosters an environment that empowers associates to affect positive change.
  • Applies knowledge and gathers information necessary to make decisions; identifies and assesses risk to resolve problems in a timely manner.
  • Presents the information and recommendations to stakeholders and various levels of leadership.
  • Removes obstacles that impede team's performance.
  • Understands decisions that may have large scale impact.
  • Anticipates and eliminates problems, and promotes a high level of accuracy to prevent negative impact to clients and stakeholders. Analyze team statistics and prepare reports.
  • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
  • Conducting weekly huddles with groups to share updates, knowledge.
  • Driving Associate engagement activities within the team members.
  • Strong Knowledge on ADP privacy and Security guidelines.
  • 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.
  • Participation and delivery of Important projects .

 

 

QUALIFICATIONS REQUIRED:

  • Bachelor's degree or equivalent in education and experience
  • At least 3 years of experience in call center Operations and Client servicing.
  • Knowledge on Wage garnishment will be preferable.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.

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Industry

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Posted: 2022-04-27 Expires: 2022-06-24

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Client Services Team Leader

ADP
El Paso, TX 79901

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