ADP is hiring a Client Services Team Manager SBS – TLM. Manages the daily activities of at least one TLM Client Services team in support of multiple time and attendance products. May also oversee administrative personnel (overflow operators, administrative assistants, etc.). Establishes and communicates clearly defined team and individual goals and objectives. Provides periodic performance feedback against these objectives including an annual performance appraisal. Analyzes team performance metrics and reallocates work in order to achieve desired telephone, quality, and productivity metrics. Participates in the decision-making process with regard to client support/installation processes and procedures. Determines associates’ training needs and ensures the timely and effective training of associates. Reviews and approves team reports and submits to senior management according to schedule. Manages the upgrade process and other special projects.

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RESPONSIBILITIES:

• Manages the daily activities of at least one TLM Client Service team made up of CSRs (including Seniors), Technical Support Specialist, CS Team Leader, Overflow Operator, Administrator.
• Ensures adequate coverage and controls work flow in order to successfully meet or exceed client expectations and achieve regional goals for service level and quality.
• Establishes and communicates individual and team objectives and goals.
• Regularly provides accurate, specific and timely performance feedback, effectively executes formal and informal recognition of associates (successes, exceptional efforts etc.), initiates actions to promote positive morale and ADP as an employer of choice.
• Recognizes individual contributions of associates, recognizes individual development needs and supports necessary training and development.
• Hires and effectively on-boards new associates. Performs necessary disciplinary and personnel actions and maintains all documented records.
• Handles client issue escalations from CSRs and other areas when they cannot be resolved at lower levels.
• Follows-through on all critical inter-departmental escalations (sales, marketing, payroll operations, implementation, development, etc.), to insure critical client and product issues are dealt with appropriately and effectively.
• Follows-up with clients on positive and negative feedback. Makes decisions regarding service recovery and expedites when necessary. 
• Directly generates or reviews and approves various statistical reports (ie, call tracking system, resolution report, call activity, ACD, call tracking, etc.) and submits them to management according to scheduled deadlines.
• Proactively monitors and analyzes performance statistics and initiates actions to insure regional goals for service delivery are achieved.
• Initiates proactive resolution of associate, tool or service delivery issues surfaced by statistical reports.
• Manages the upgrade process and other technical projects as required.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• Over 3 Years, Up to 5 Years of Directly Related Experience
• At least 1 year of experience in a senior or technical support role in TLM Implementation or Client Services, or equivalent related experience.
• Bachelor’s Degree or its equivalent in education and experience with a Major Area of Concentration in Technology, CS or related discipline

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.