Monitors and inspects associates work for accuracy and timeliness. Oversees the day-to-day activities of associates and achievement of service level metrics. Handles escalated and unresolved client issues. Follows up with clients on positive and negative feedback. Makes decisions regarding service recovery and expedites when necessary. Meets all call handling guidelines based in region expectations, including Service levels, handle time, productivity, etc. Recognizes individual contributions of associates, recognizes individual development needs and supports necessary training and development. Creates and monitor reports and surveys on a continual basis to achieve accuracy, survey, client retention and Stellar Service targets set by corporate. Provides continual communication and coordination with Workforce Management Team to schedule CSR's. Prepares and maintains various statistical reports from client relationship management system. Proactively monitors and analyzes performance statistics and initiates actions to insure regional goals are met achieved. Identifies service associate training needs and works with training department to help develop and ensure effective delivery and understanding of service associate training materials. Creates a high-performance team environment that supports/reinforces associate development and retention.

　　Monitors and inspects associates work for accuracy and timeliness. Oversees the day-to-day activities of associates and achievement of service level metrics. Handles escalated and unresolved client issues. Follows up with clients on positive and negative feedback. Makes decisions regarding service recovery and expedites when necessary. Meets all call handling guidelines based in region expectations, including Service levels, handle time, productivity, etc. Recognizes individual contributions of associates, recognizes individual development needs and supports necessary training and development. Creates and monitor reports and surveys on a continual basis to achieve accuracy, survey, client retention and Stellar Service targets set by corporate. Provides continual communication and coordination with Workforce Management Team to schedule CSR's. Prepares and maintains various statistical reports from client relationship management system. Proactively monitors and analyzes performance statistics and initiates actions to insure regional goals are met achieved. Identifies service associate training needs and works with training department to help develop and ensure effective delivery and understanding of service associate training materials. Creates a high-performance team environment that supports/reinforces associate development and retention.

　　Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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.