Unlock Your Career Potential: Implementation at ADP.
Do you have a passion for out-of-the-box thinking and a commitment to making sure customers get the most for their investments? At ADP, the Implementation team is driven by our customers' success. With us, you'll combine your analytic and project management skills with your ability to simplify complex information -- helping customers develop the skills and confidence to use our products with ease. You provide the expert support that makes our integrated solutions stand out in an increasingly competitive global marketplace.
ADP is hiring an Implementation Team Lead. In this position, you'll couple your expertise with our innovative solutions to support the implementation team, providing guidance, insight and coaching to associates, as well as identifying opportunities for improvement.
RESPONSIBILITIES:
- Provides technical support to the team by answering their questions and resolving issues, including all areas pertaining to the Center's operations. Stays abreast of system and service features, changes and enhancements.
- Works with the Technical Support Specialists and/or other internal departments to ensure accuracy and total client satisfaction. Assist associates in researching complex issues and assist with resolution and communication. Works directly with clients to handle escalated issues.
- Assists Team Managers to ensure a smooth workflow is maintained.
- Monitors various productivity and performance standards and ensures that established levels are achieved, especially during peak activity periods.
- Participates in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
- Identifies developmental needs and makes recommendations regarding the team's training requirements. Works with Leadership to coordinate and even create training as needed to enhance productivity and performance levels.
- Coaches associates to meet quality and productivity goals, using the quality monitoring system as appropriate. Provide direct feedback to associates on areas of opportunity to enhance client service. Tracks errors and provides immediate feedback to help determine potential problems. Provides input into the performance appraisal process.
- 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.
- Participates in screening, interviewing and onboarding of new associates.
- Act as a backup to the Implementation Team Manager
- Escalates issues which may require intervention by the Implementation Team Manager. May make operational decisions in the managers absence. Work directly with sales partners to provide solutions and support clients.
- Edit, modify, and approve timecards on eTimecard for associates.
- Facilitate Team Meetings and associate 1:1's.
- Generates a daily report of statistics to review daily performance (calls per hour, personal time, etc.). Analyze statistics and prepare reports.
- Performs duties of an Implementation Specialist, especially during peak volume periods.
QUALIFICATIONS REQUIRED:
- Two to three years of experience at senior levels of Implementation or Service Job Family with in-depth knowledge of the daily operation of the department and a proven proficiency in mentoring associates.
- Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
- Strong client relationship building skills.
- Demonstrated ability to manage time and prioritize operational issues.
- Must have the ability to effectively communicate to both clients and internal staff and work under pressure of time constraints.
A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:
- Experience noted above, OR
- Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:
- College degree preferred.
- Strong knowledge of SBS products and services desirable.
- Strong project management skills and the ability to multi-task.
