7 days old

Client Services Team Leader

Louisville, KY 40202

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 Insurance Team Lead role will leverage your project management and leadership expertise to assist the Team Manager in establishing the direction of daily activities, ensuring efficient operations, and creating an overall productive and enjoyable working environment for employees.

RESPONSIBILITIES:

  • 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.
  • Assist with hiring and on-boarding 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.
  • 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.
  • 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.
  • May serve as an acting backup to the Team Manager, providing leadership, guidance and direction to team members in the absence of the manager
  • Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

QUALIFICATIONS REQUIRED:

  • Bachelor's degree or equivalent in education
  • At least 1 year of people leadership experience or senior support experience.

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

  • P&C Insurance experience or Workers Compensation is a strong asset.
  • 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 work under pressure and multitask
  • Ability to maintain cooperative working relationships with all levels of management
  • Ability to assess team members' performance and provide motivational support

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 ADPs culture and our full set of values.

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Posted: 2021-04-05 Expires: 2021-05-12

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Client Services Team Leader

ADP
Louisville, KY 40202

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