Description
ADP is hiring a Client Service Team Manager within our Comprehensive Services space.
- Are you ready to grow your career and lead a team at an established, respected, global company?
- Are you empathic to client needs, the people you lead, and internal partners to drive success?
- Are you looking for an inclusive environment with a culture of collaboration and belonging?
If so, this may be an opportunity for you. Read on and decide for yourself.
In this role, you will lead a team that serves as ADP's front-line for solving clients' challenges -- including issue resolution, answering questions, helping clients, training their users on ADP technology, and more. You and your team carry the weight of ADP's service reputation and client satisfaction in your hands.
Every day, you'll leverage your project management and leadership expertise to assist in establishing the direction of your team's daily activities, coaching and developing your team members, creating an overall productive and enjoyable working environment for your team, and managing and resolving client escalations.
To thrive in this role, you must be comfortable working in a metrics-driven call center environment as part of a structured day. You have a way with clients and the people that you lead that builds rapport, establishes trust, and shines with professionalism. As a result, your client satisfaction scores make you proud. Pace should not scare you. We also have a healthy dose of fun. Not only can you find a career here but friendships that last in a company that values inclusion.
Ready to #MakeYourMark? Apply now!
WHAT YOU'LL DO: Responsibilities
What you can expect on a typical day:
Lead the Daily Activities of Your Team. You will provide leadership, guidance, and direction to team members and ensure they complete work according to scheduled deadlines with attention to quality standards, priorities, and overall goals. You will oversee the use of standard process workflows by your team. You will also track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods. You will analyze team statistics and prepare reports for your leadership.
Coach and Develop. You will train and mentor team members and identify development needs across the team, working with your leaders to coordinate additional training as needed. You will evaluate associates on performance and complete performance appraisals. You will work in collaboration with your team members to establish Individual Development Plans. You will develop and administer corrective action and performance improvement plans. You will have hire/fire authority in conjunction with Human Resources, and you may have oversight of Workforce Management to include scheduling and succession planning.
Manage escalations and resolve clients' issues. You will manage escalated client issues and provide direction to your team. You will use your strong interpersonal skills and product knowledge to communicate with customers and representatives to resolve issues. You will strive to exceed client expectations in every interaction. You hold yourself to the highest ethical standards and live ADP's core value of Integrity is Everything.
Implement Strategic Goals and Partner Internally. You will have an enhanced understanding of your Business Unit's strategic goals and will work to implement and achieve them. You will function as a consultant and business partner to other groups within ADP and collaborate with peers to establish best practices. You may participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.
TO SUCCEED IN THIS ROLE: Required Qualifications
- At least five years of client service experience
- At least three years of people leadership experience
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
- Experience noted above OR
- Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success
BONUS POINTS FOR THESE: Preferred Qualifications
- Certifications including Fundamental Payroll Certification (FPC) or Certified Payroll Professional (CPP)
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A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 ADP’s culture and our full set of values.
