The role entails responsibility for managing the day-to-day operations including but not limited to
Driving strong associate engagement
Driving strong Client relationships
Driving Operational Excellence through KRA / SLA adherence
Nurturing a culture of Innovation and Business Process Improvements
Essential Duties and Responsibilities:
Manage productivity and key metrics of the team members to meet the business requirements.
Passionate about people: Lead and coach the associates on the process / product front by facilitating refreshers, create an open atmosphere where associates feel like they belong and want to give their discretionary effort.
Handle escalation calls, provide floor support and ensures floor discipline.
To smoothly manage the daily operations by ensuring availability of associates on phones as per planned schedules.
To act as a primary contact for process updates with an aim of enhancing the product / process skills & knowledge levels of both self as well as the team members.
To conduct regular one to ones, team meetings / huddles as a platform to gather or disseminate information and build a relationship with the team members.
Collate, analyze, and present objective data in the form of suitable MIS reports.
Work in close coordination with the stakeholders in regards to key operational / process / product updates.
To monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements.
To stay focused on quality through real time / historical call monitoring and to be able to provide regular, timely and objective feedback to the team members.
To give paramount importance to customer satisfaction by closely following the survey reports and aligning the team members accordingly by sharing the relevant information.
To coordinate with support functions such as Work force management, Training and Quality.
Work with leaders to operationalize the strategic goals of the business in line with the organizational vision.
Flexible to work in different shifts
Skills and Experience
8-10 yrs. of total experience in an inbound/outbound international voice/chat process, with at least 4+ yrs. in a frontline leadership role with direct team responsibilities
Service orientation and customer focus.
Strong priority and escalations management.
Strong analytical and presentation skills.
Outstanding verbal and written communication skills coupled with an ability to deliver effective presentations in the presence of teams and leaders.
To have a positive attitude and a collaborative approach at all times.
Ability to build and promote team work and camaraderie.
To have problem solving skills and an excellent eye for detail.
Proficiency in MS-office applications and exposure to a call monitoring system (CMS / Gen Cloud) is a definite requirement
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.