Client Service Manager (Comprehensive Services)
Overview:
In this role you lead ADP's front-line client service team to resolve issues, answer questions, and train clients on ADP technology. You drive daily team activities, coaching, and performance management to ensure high-quality service and client satisfaction. You act as a trusted internal partner to implement strategic goals and share best practices across the business unit. You work in a metrics-driven environment, balancing efficient operations with a collaborative, inclusive culture. This is a chance to shape client experiences at scale within a respected global company.
Responsibilities:
- Lead daily team activities and ensure work meets deadlines, quality standards, and priorities
- Coach and develop team members, conduct performance reviews, and create development plans
- Manage escalations and guide the team to resolve client issues
- Track productivity and performance metrics and prepare reports for leadership
- Implement business-unit goals and collaborate with other groups to establish best practices
- Coordinate scheduling, staffing, and succession planning in partnership with HR and Workforce Management
- Oversee standard process workflows and drive consistency in operations
- Participate in strategic initiatives and cross-unit collaboration
Key requirements:
- Five years of client service experience
- Three years of people leadership experience
- College degree preferred but not required
- Experience in a metrics-driven call center environment
- Strong interpersonal skills and product knowledge
- Ability to manage escalations and deliver high client satisfaction
- Experience with performance management and development planningempathyrapport with clients and teamprofessionalismproject managementperformance metrics trackingescalation management