- Monitors and inspects associates work for accuracy and timeliness. Oversees the day-to-day activities of associates and achievement of service level metrics.
- Ensures adequate coverage and controls workflow in order to successfully meet or exceed client expectations and achieve regional goals. Responsible for managing staffing levels by establishing and organizing work schedules to assure that the region is able to provide Stellar Service to our clients.
- Meets all call handling guidelines based in region expectations, including Service levels, handle time, productivity, etc.
- Hires and effectively on-boards new associates.
- Recognizes individual contributions of associates, recognizes individual development needs and supports necessary training and development.
- Creates and monitor reports and surveys on a continual basis to achieve accuracy, survey, client retention and Stellar Service targets set by corporate.
- Provides continual communication and coordination with Workforce Management Team to schedule CSR's.
- Handles escalated and unresolved client issues. Follows up with clients on positive and negative feedback. Makes decisions regarding service recovery and expedites when necessary.
- Prepares and maintains various statistical reports from client relationship management system. Proactively monitors and analyzes performance statistics and initiates actions to ensure regional goals are met achieved.
- Identifies service associate training needs and works with training department to help develop and ensure effective delivery and understanding of service associate training materials.
- Creates a high-performance team environment that supports/reinforces associate development and retention.
- Graduate of business discipline, Business Administration, Accounting, Math or other related field.
- 3-5 years in a senior service role or equivalent experience in-depth knowledge of the daily operations of department and experience leading others.
- Strong PC navigation skills.
- Excellent communication skills, verbal and written.
- Ability to read and analyze and interpret business periodicals, professional journals, technical procedures or government regulations.
- Ability to write reports, business correspondence and procedure manuals.
- Effectively present information and responds to questions for groups, managers, team leaders, clients and the general public.
- Ability to work under pressure.
- Calculates figures and amounts. Ability to apply concepts of basic algebra and geometry.
- Ability to consistently deliver quality service when dealing with multiple high priority issues.
- Delivering stellar service and satisfaction to all clients - internal, external, diverse and emerging.
- Maintaining focus to deliver results in a fast-pace and diverse environment.
- Motivating and managing exceptional team performance, making the most of associates' diverse strengths and skills.
- Collaborating with all internal resources at all levels/ across borders to achieve shared goals and exceed expectations.
- Providing opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP's overall success.
- Reinforcing our vision and strategy through words and actions to support ADP business goals.
- Using good judgment and risk assessment to make business decisions that keep the overall benefit to ADP in mind.
- Effectively communicates with team, developing a climate in which information is shared openly. Clearly defines expectations.
- 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 work and thrive in a team environment, focused on achieving results
- Ability to maintain cooperative working relationships with all levels of management
- Ability to assess team members' performance and provide motivational support
- Ability to work both independently and as part of a team
- Strong client relationship building skills
- Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
- Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
- Proficient in the latest web technologies and working knowledge of various operating systems
- Proficient using Microsoft Office
- CPP or FPC certification
- Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures
-
Team Lead
3 weeks ago
Firehouse Subs - Cedar Hill and Garland Garland, United States Part timeBenefits:Employee discounts · Flexible schedule · Opportunity for advancement · We are looking for a full time or part time Team Lead to join our team. As a Firehouse Subs team lead you can be the smiling face that greets and serves our guests or a cook who makes things happen in ...
-
Team Lead
21 hours ago
Extended Stay America Malvern, United States**POSITION PURPOSE AND SUMMARY** · The Team Lead ("TL") position assists the General Manager ("GM") in managing the hotel operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% guest satisfaction. The TL ...
-
Training Team Lead I
2 weeks ago
Andersen Garland, United States Full timeANDERSEN CORPORATION SUMMARY: · We're focused on bringing more light into people's lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too. By celebrating our differences and embracing a positive work-life bala ...
-
Altitude Trampoline Park San Dimas, United StatesJoin us at Altitude Trampoline Park as a Marketing Manager-Team Lead in our San Dimas location This exciting position offers the opportunity to lead a dynamic team in creating innovative marketing strategies that will shape the future of our brand in the entertainment industry. A ...
-
Altitude Trampoline Park San Dimas, United StatesJob Description · Job DescriptionJoin us at Altitude Trampoline Park as a Marketing Manager-Team Lead in our San Dimas location This exciting position offers the opportunity to lead a dynamic team in creating innovative marketing strategies that will shape the future of our brand ...
-
Body Shop Technician I
2 weeks ago
Penske Truck Leasing Garland, United States Full timePosition Summary: · As an experienced Body Shop Technician with Penske, you'll use industry-leading technology and repair techniques – plus cutting-edge diagnostic equipment – to get our customers' state-of-the-art vehicles back up and running in high-quality condition. You'll ta ...
-
Barber
5 days ago
Sport Clips Garland, United StatesSport Clips Haircuts is Hiring Hair Stylists Do What You Love. Love What You Do. · JOB DESCRIPTION · Our salon is looking for talented hair stylists who are passionate about cutting hair and making their clients look great Our team is dedicated to exceptional customer service and ...
-
Barber
5 days ago
Sport Clips Garland, United StatesSport Clips Haircuts is Hiring Hair Stylists Do What You Love. Love What You Do. · JOB DESCRIPTION · Our salon is looking for talented hair stylists who are passionate about cutting hair and making their clients look great Our team is dedicated to exceptional customer service and ...
-
Certified Medical Assistant II
3 days ago
Baylor Scott & White Health Garland, United States Full timeJOB SUMMARY - Certified Medical Assistant II · Garland Gastroenterology DDG Telecom Pkwy Ste 250 Garland 75044 · Schedule is: Full Time, Monday - Thursday (7a - 5:30p) (this may be changing to M-F soon) · The Certified Medical Assistant 2, under the direction of a physician, assi ...
-
Team Lead
3 weeks ago
Rack Room Shoes Benton, United StatesRack Room Shoes - Shoppes of Benton [Store Manager] As a Team Lead at Rack Room Shoes, you'll: Assist in supervising and managing all day-to-day store operations while ensuring that 100% compliance exists with all established Company policies and procedures; Provide leadership, g ...
-
Titan Ventures Garland, United StatesJoin a dynamic and motivated team with a great working atmosphere, collegiality, and loyalty. We offer a competitive salary with additional benefits and cover the costs of further education. Your responsibilities will include conducting individual and group treatments, as well as ...
-
Phoenix Innovations Garland, United StatesHomecare means for GHD GesundHeits GmbH Germany: providing services for recovery that go beyond the product, because the person is at the center of our focus. For almost 30 years, we have been a leading provider nationwide in the areas of medical aids, rehabilitation, and pharmac ...
-
Transportation Manager
2 days ago
Sapphire Innovations Garland, United StatesWith over 90 years of experience and around employees, Raben Group is one of the leading logistics companies in Central and Eastern Europe, offering comprehensive logistics solutions in road, sea and air freight transport, as well as global supply chain management concepts. · We ...
-
DevOps Engineer
2 days ago
Quantum Dynamics Garland, United StatesWho we are: · As an independent and leading provider of technology products and mobile services, we advise and support small and medium-sized businesses. We place a high value on each individual - our corporate culture and values are very important to us. · Your tasks: · You supp ...
-
Engineer (m/w/d) Microsoft Endpoint Protection
3 weeks ago
Nexus Innovations Garland, United StatesSchwäbisch Hall is one of the leading providers of construction financing in Germany. Together, we create a home for our customers and offer our employees jobs that are more than just a job - they are the second most important place in the world. We are currently shaping the tran ...
-
Skyline Solutions Hot Springs, AR, United States FreelanceJoin the Logwin team We are looking for an Accountant AR/AP to join our team at our location in Hot Springs, AR. · Do you want to make a difference? Help shape the future at a leading logistics service provider - while being personally valued and supported? · With 4,200 employees ...
-
ERP system administrator
2 days ago
NovaWorks Solutions Hot Springs, United StatesHot Springs EMH is a well-established, medium-sized company that plays a leading role in the development, production, and marketing of networked energy monitoring systems. Our system solutions, including smart meters, smart meter gateways, and communication adapters, are not only ...
-
Hospice Patient Care Manager
3 days ago
Hope Health Care Garland, United States**Hospice Patient Care Manager** · At Hope Health Care, our core values drive us to great lengths to make sure that we select the best people at the right time. We are purposeful to select those team members who naturally model, or are attracted to our values of dignity, compassi ...
-
Working student
2 days ago
Solaris Enterprises Bear Valley Springs, United StatesWhat you'll do with us at Bear Valley Springs...You'll dive into the entire marketing world of Kapten & Son and work with your team on exciting influencer campaigns with a focus on Instagram collaborations · You'll be in direct contact with creators and support them throughout yo ...
-
Team Leader
3 weeks ago
BlueNova Industries Bear Valley Springs, United StatesWe, Intega, are a company specializing in Recruiting Process Outsourcing. On behalf of our client in Bear Valley Springs, we are currently seeking a Strategic Procurement Manager (m/f/d) to join their team. · Our client is a machinery company that designs and manufactures equipme ...
Client Service Team Lead - San Dimas, United States - ADP
Description
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.Client support at ADP. It's all about enabling the clients we serve to be more effective employers.
You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results.
The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.The Client Service Team Lead - Employment Tax role provides overall direction and leadership to associates. Manages the activities of team members.
Assumes accountability and responsibility to meet or exceed region's performance goals, especially in the areas of quality, client retention, productivity, and call management.
Effectively motivates associates through continual guidance, direction, development, and coaching. Provides on-going feedback and is responsible for performance evaluation/management. Analyzes abilities and knowledge of the team to determine training requirements. Provides continual communication and coordination of functional activities with corporate and other regional departments to ensure effective client support.Provides continual department reports and updates to senior management and participates in the decision-making process within the region or office.
REQUIREMENTS
COMPETENCIES
PREFERRED QUALIFICATIONS:
Preference will be given to candidates who have the following:
We offer the following benefits:
Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.
The compensation for this role is $66, $113,700.00 / YearDiversity, 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 atADP:
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 to learn more about ADP's culture and our full set of values.
