Job Description

To lead a team of associates in an inbound call center voice process. The candidate in this position would report into an Assistant Manager / Deputy Manager. This position would completely involve working in Night Shifts. Essential Duties and Responsibilities: Manage productivity and key metrics of the team members to meet the business requirements. Lead and coach the associates on the process / product front by facilitating refreshers. Handle escalation calls, provide floor support and ensures floor discipline. To 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. To be able to collate, analyze and present objective data in the form of suitable MIS reports. To stay focused on meeting dashboard benchmarks on a weekly basis by aligning and driving the team members in that direction. Work in close coordination with the BU counterparts with regards to key operational / process / product updates in order to ensure consistency across sites in operations and planning. To monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements. To closely 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. To collaborate with various shared services functions with in ADP India. To stay clued on to Associate engagement / motivation & work towards high retention. To conduct regular monthly performance feedback sessions with the team members. Work with leaders to operationalize the strategic goals of the business in line with the organizational vision. LI-DNI
Service orientation and Customer focus. Able to work in a high productivity environment. To be able to deliver on or before deadlines and honor stringent timelines. Strong data collation, analytical and presentation skills. Outstanding verbal and written communication skills coupled with an ability to deliver effective presentations in the presence of sizeable audiences. Should be flexible, adaptable, proactive & self-motivated. To have a positive attitude and a collaborative approach at all times. Ability to build and promote teamwork and camaraderie. To have problem solving skills and an excellent eye for detail. Proficiency in MS-office applications and GenCloud is a definite requirement. Should have the ability to multitask and meet conflicting priorities. Good prioritization and time management skills.

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.