Customer Services Coordinator

Description

Job Summary: Customer Services Coordinator to lead a technical team, acting as a strategic liaison and ensuring quality in strategic projects. Key Highlights: 1. Lead and develop a technical team with focus on engagement and performance 2. Work on strategic projects with visibility and initiative 3. Systemic view of operations and continuous service improvement We are recruiting a Customer Services Coordinator to work at the Parameter Center, responsible for leading a technical team and serving as the strategic link among customers, internal departments, and operations. The role focuses on people management, orchestration of technical processes, and ensuring quality and prioritization of service requests while contributing to the area’s strategic projects. On a day-to-day basis, this role involves monitoring operational effectiveness, analyzing KPIs, assessing team capacity, handling highly complex requests, performing critical priority analyses, and ensuring alignment with internal and external customers. This is a high-visibility position involving active participation in strategic initiatives such as automation and continuous service improvement. **RESPONSIBILITIES:** * Lead and develop the Parameter Center’s technical team, focusing on engagement, performance, and continuous growth * Manage the team’s operational capacity by analyzing request volume, complexity, and prioritization * Monitor productivity, quality, and efficiency KPIs, taking corrective actions when necessary * Organize and prioritize service requests, ensuring adherence to SLAs * Conduct people management routines such as 1:1 meetings and team support * Engage with internal and external customers, participating in meetings to align expectations, resolve issues, and manage crises when required * Navigate confidently across different internal departments and with customers * Support and lead strategic initiatives related to automation and process improvement * Maintain a systemic view of operations, analyzing impacts, risks, and opportunities for optimization * Ensure high service quality, balancing performance expectations, team support, and development **REQUIREMENTS:** * Prior experience or strong aptitude for managing technical teams * Ability to interact effectively with internal and external customers * Capability to analyze operational KPIs and make data-driven decisions * Knowledge of process management and resolution of complex problems * Clear communication, professional demeanor, and ability to build relationships across all hierarchical levels * Collaborative mindset, with ease navigating between departments and co-creating solutions * Strategic and innovative outlook, with interest in automation, operational efficiency, and continuous improvement * Resilience and flexibility when facing change * Dynamism, organization, and sense of responsibility * Ability to maintain a high-level view of operations, balancing performance accountability and team support **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. **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. Click https://jobs.adp.com/life\-at\-adp/ to learn more about ADP’s culture and our full set of values.