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Service Center Team Leader
hace 2 meses
Job Summary
The Service Center Team Leader will be responsible for leading and managing a Service Center area for a defined set of clients and/or products. This role will have a significant impact on the work environment and will be tasked with providing the tools and resources for associates to succeed and maintain a high level of associate engagement and client/participant satisfaction.
Key Responsibilities
- Associate Management
- Oversee the day-to-day activities of associates and achievement of established associate and client service level metrics.
- Establish and communicate goals and provide regular feedback to associates, including developmental opportunities.
- Continuously review team performance; identify and address opportunities for improvement.
- Client Satisfaction
- Achieve objectives for associate engagement and turnover.
- Collaborate with other internal departments to ensure service objectives are met.
- Process Improvement
- Identify areas in need of process improvement and solicit feedback from associates on service improvements.
- Create a high-performance team environment that supports associate development and retention.
- Training and Development
- Assist in determining the team's training requirements.
- Ensure timely and effective training is delivered to enhance skills of the team.
Requirements
- Education
- Graduate of business administration/management, accounting or other related disciplines.
- Experience
- 3-5 years customer service, benefits administration, payroll, HR or related experience.
- 2-3 years SME, mentor or supervisory experience.
- Skills
- Proven proficiency in prioritizing critical client issues and managing workflow.
- Proficiency in the use of PC applications.
- Working knowledge of payroll and benefit administration.
Competencies
- Delivering World-Class Service
- Maintain focus to deliver results in a fast-paced and diverse environment.
- Motivating and Managing Exceptional Team Performance
- Motivate and manage exceptional team performance, making the most of associates' diverse strengths and skills.
- Collaborating with Internal Resources
- Collaborate with all internal resources at all levels to achieve shared goals and exceed expectations.
- Providing Opportunities for Growth
- Provide opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP's overall success.
