Client Service Team Lead

• →May 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
• →May 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.
• →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.
• →Utilize sound judgment to escalate issues that may require intervention of the Team Manager
• →Analyze team statistics and prepare reports
• →Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

• At least 3 years of experience in client service 
• At least one year of coaching and developing employees or being a SME helping people on the team
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing

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

• 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
• CPP or FPC certification
• Proficiency and in-depth knowledge of pertinent ADP HR, Payroll and Benefits policies and procedures