Team Leader, Business

Overview

ADP is hiring a Team Leader to support Employment Tax Managers. The role requires leveraging project management and leadership skills to establish daily direction and ensure efficient operations. The Team Leader will assist in creating a productive working environment, provide managerial development opportunities, work cross‑functional with call‑center support, and serve as the primary escalation point for Employment Tax Associates.

• Provide daily support to the Employment Tax Manager and ensure tasks are completed on schedule.
• Serve as an acting backup to the Team Manager, giving leadership, guidance, and direction during absences.
• Offer a resource for team members based on strong knowledge of member services and team goals.
• Assist with user acceptance testing for new initiatives and lead training discussions.
• Collaborate with cross‑functional business units (Fraud, Dispute, Client Services, Compliance, Implementation) on escalations and strategic projects.
• Collect escalation reports for compliance and bank audits, identify trends, and provide insights during bank reviews.
• Monitor productivity and performance standards to maintain established levels.
• Analyze team statistics, prepare reports, and support process improvements to enhance member and associate experience.
• Provide recognition and direct feedback to associates and, when appropriate, report performance to leadership.
• Escalate critical issues to the Team Manager and ensure resolutions within prescribed SLAs.
• Serve as a resource during Member Services downtime and communicate next steps to agents verbally and through Knowledge Articles.
• Monitor associate/member interactions using the quality monitoring system.

• At least 3 years of experience working in a call‑center environment.
• At least 1 year of leadership experience.
• Prior experience in training and creating knowledge‑management articles.
• Excellent collaboration, organization, time‑management, customer‑service, and problem‑solving skills.
• Ability to communicate effectively to all levels, verbally and in writing.
• Proficiency with Microsoft Office.
• College degree is preferred but not required.
• Military experience is valued and considered an acceptable alternative.

Base salary ranges from $57,100 to $116,100 per year, with additional compensation potential through bonuses, equity, or commissions. ADP offers comprehensive benefits including medical, dental, vision, life insurance, matched retirement savings, wellness program, short‑term and long‑term disability, charitable contribution match, holidays, paid volunteer time off, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace and provides equal employment opportunities regardless of protected characteristics. Hiring decisions are based on qualifications, experience, ability, and job performance.

ADP conducts business with the highest ethical standards and expects employees to uphold integrity and foster an honest, respectful workplace.