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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.

• 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.

REQUIREMENTS

• 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.

COMPETENCIES

• 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.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• 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

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. 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 $55,900.00 - $113,700.00 / Year

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.