Team Lead Client Service Specialist

Team Lead Client Service Specialist

At ADP, we are hiring a Team Lead Client Service Specialist who will provide leadership and oversight to the client service team, ensuring efficient daily operations and high quality service delivery.

• Lead daily team activities to ensure work is completed on schedule and meets quality standards and overall goals.
• Serve as a resource for team members, drawing on a strong knowledge of responsibilities, goals, and individual development plans.
• Monitor associate/client interactions using the quality monitoring system and evaluate calls to ensure World Class Service delivery.
• Oversee the use of standard process workflows.
• Train and mentor team members, identifying development needs and coordinating additional training with leadership.
• Monitor productivity and performance standards, ensuring established levels are achieved, especially during critical periods.
• Act as an acting backup to the Team Manager, providing leadership, guidance, and direction in the manager’s absence.
• Provide direct feedback to associates on opportunities to enhance services to the client.
• Provide feedback on individual performance for associate performance appraisals.
• Escalate issues that require team manager intervention.
• Analyze team statistics and prepare reports.
• Participate in task forces, strategic initiatives, stretch assignments, and collaboration opportunities with other business units.

• Bachelor’s degree or equivalent in education and experience.
• At least 3 years of relevant experience.
• At least 1 year of people leadership experience.

• Effective communication at all levels, both verbal and written.
• Strong collaboration, organization, time management, customer service, and problem‑solving skills.
• Ability to work accurately and meet deadlines amid frequent interruptions.
• Team orientation focused on achieving results.
• Ability to maintain cooperative working relationships with all management levels.
• Capability to assess team performance and provide motivational support.
• Independent and collaborative work capability.
• Client relationship building skills.
• Ability to recognize procedural issues and appropriately escalated.
• Learning agility, critical thinking, and application of concepts in new situations.
• Proficiency with latest web technologies and operating systems.
• Proficiency in Microsoft Office.
• CPP or FPC certification.
• In-depth knowledge of ADP HR, payroll, and benefits policies.
• Bi‑Lingual Spanish proficiency.

ADP is committed to an inclusive, diverse and equitable workplace and provides equal employment opportunities regardless of any protected characteristic. Hiring decisions will be based on qualifications, experience, and job performance.