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Team Lead, Client Service Specialist
1 month ago
We are seeking a highly skilled and experienced Team Lead, Client Service Specialist to join our team at ADP. As a key member of our Client Services team, you will be responsible for leading a team of client service representatives and providing exceptional service to our clients.
Key Responsibilities- Lead daily activities of the team to ensure 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 associate individual development plans and training needs.
- 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.
- Oversee the use of standard process workflows by team and train and mentor team members and identify development needs, working with leadership to coordinate additional training as needed.
- Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods.
- Serve as an acting backup to the Team Manager, providing leadership, guidance, and direction to team members in the absence of the manager.
- Provide feedback on individual performance of associates to leadership and provide direct feedback to associates on areas of opportunities to enhance services provided to the client.
- Contribute to providing feedback to leadership for associate performance appraisals and utilize sound judgment to escalate issues that may require intervention of the Team Manager.
- Analyze team statistics and prepare reports and participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.
- At least 3 years of experience in client service.
- At least 1 year of people leadership experience.
- Licensed; SIE, Series 63, and Series 6 (if not currently licensed, must pass and obtain within 45 calendar days of hire date).
ADP is a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion.
