WFS Support - Team Leader

Automatic Data Processing, Inc.; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ADP is seeking a results-driven leader to head a client-service POD responsible for issue resolution, escalation management, and delivering exceptional support for enterprise customers deploying WorkForce Software solutions.

You will coach a team, analyze dashboards, coordinate with leadership, drive continuous improvement, and ensure high-quality service in a metrics-driven environment.

Qualifications

• 5+ years of experience in client service, software implementation, consulting, project delivery, or other client-facing roles supporting enterprise applications.
• 2+ years of experience leading, mentoring, coaching, or supervising service delivery, implementation or consulting professionals.
• Proven experience managing customer relationships, resolving escalations, and influencing positive business outcomes.
• Strong communication, stakeholder management, problem-solving, and conflict-resolution skills.
• Experience managing competing priorities, resource allocation, workload balancing, and operational performance metrics.
• Bachelor's degree or equivalent combination of education and relevant work experience.

Responsibilities

• Lead and coach a client-service pod to resolve client issues and triage tickets efficiently.
• Build trust with clients and teammates through professional, proactive engagement.
• Monitor dashboards and performance metrics to drive continuous improvement.
• Coordinate with leadership to align service delivery with business priorities and service commitments.
• Triage escalations and provide guidance and training to users on WFS technology.

Skills

Client service leadership

Stakeholder management

Communication

Problem-solving

Conflict resolution

Resource allocation

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

In this role, you will lead a team that serves as WorkForce Software's (WFS) front-line for solving clients' challenges, including issue resolution, ticket triage, answering questions, providing guidance, training users on WFS technology, and delivering exceptional customer experiences. You and your team carry the weight of WFS's service reputation and client satisfaction in your hands. Working closely with leadership, you will help drive team performance through operational oversight, coaching, escalation management, dashboard analysis, continuous improvement initiatives, and customer engagement activities. You will be responsible for ensuring your assigned POD operates efficiently while delivering high-quality support and achieving organizational objectives. To thrive in this role, you must be comfortable working in a metrics-driven support environment. You have a way with clients and the people you lead that builds rapport, establishes trust, and demonstrates professionalism. You are comfortable balancing operational priorities, leading through change, and driving performance while creating a collaborative and engaging environment for your team. Be a Leader. You will provide overall direction, prioritize critical issues, and support your team to ensure work is completed accurately and on time according to service commitments, business priorities, and organizational goals. You will serve as a trusted resource for associates, leveraging your knowledge of support operations, customer needs, and individual development plans. You will manage the day-to-day activities of your assigned POD, facilitate team huddles, monitor collaboration channels, and ensure associates have the support needed to be successful. You will drive a culture of accountability, collaboration, teamwork, and continuous improvement while promoting best practices across the organization. *Truncated

PRODUCT / TECHNICAL SKILLS / REQUIREMENTS 5+ years of experience in client service, software implementation, consulting, project delivery, or other client-facing roles supporting enterprise applications. 2+ years of experience leading, mentoring, coaching, or supervising service delivery, implementation or consulting professionals. Proven experience managing customer relationships, resolving escalations, and influencing positive business outcomes. Strong communication, stakeholder management, problem-solving, and conflict-resolution skills. Experience managing competing priorities, resource allocation, workload balancing, and operational performance metrics. Proficiency with Microsoft Office applications Bachelor's degree or equivalent combination of education and relevant work experience. PREFFERED QUALIFICATIONS Experience supporting, or consulting on Workforce Management, Time and Attendance, Payroll, HR, Human Capital Management (HCM), or related enterprise software solutions. Experience leading client service teams implementing Workforce Management, Time & Attendance, Payroll, HR, or Human Capital Management (HCM) solutions. 3+ years of people leadership experience within a software implementation, professional services, or consulting organization. Experience with WorkForce Software, UKG, Workday, SAP SuccessFactors, Oracle HCM, ADP Workforce Manager, or similar workforce management platforms. Familiarity with SQL, data migration, integration, reporting, or related technical disciplines.

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition (https://www.adp.com/about-adp/awards-and-recognition.aspx) .

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.