Team Lead, Client Service Specialist

4 weeks ago

Louisville, Kentucky, United States ADP Full time
About the Role

We are seeking a highly skilled and experienced Team Lead, Client Service Specialist to join our team at ADP. As a Team Lead, you will be responsible for leading a team of client service representatives and ensuring that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals.

Responsibilities
  • 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 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.
  • 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 and 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 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.
Requirements
  • 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 you are NOT currently licensed, please note that your continued employment is contingent upon you passing and obtaining the Securities Industry Essentials (SIE) Exam, the Series 6, and Series 63 exams within 45 calendar days of your actual hire date with ADP.
About ADP

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, including a DiversityInc Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more.

Learn more about DEI at ADP on our YouTube channel.

What You'll Do

As a Team Lead, Client Service Specialist, you will have the opportunity to lead a team of client service representatives and ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals.

You will 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.

You will also have the opportunity to participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.

About You

We are looking for a highly skilled and experienced Team Lead, Client Service Specialist who has a strong working knowledge of team's responsibilities, goals, and associates' individual development plans and training needs.

You should have at least 3 years of experience in client service and at least 1 year of people leadership experience.

You should also be licensed; SIE, Series 63, and Series 6. If you are NOT currently licensed, please note that your continued employment is contingent upon you passing and obtaining the Securities Industry Essentials (SIE) Exam, the Series 6, and Series 63 exams within 45 calendar days of your actual hire date with ADP.

We are an equal opportunity employer and welcome applications from diverse candidates.

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