RS - Client Success Org. 171499 - Internal

adpinternalcareers; India; On-site; INR 350,000 - 550,000; Full time

Job summary

ADP India is seeking a dedicated Voice Operations professional to support operational strategies and day-to-day team management. The role involves coordinating workforce planning, handling escalations, coaching staff, and delivering regular performance updates.

Key details include a shift from 06:50 PM to 03:30 AM, with focus on leadership, stakeholder management, and quality governance in a global client environment.

Qualifications

• Leadership and people management.
• Client and stakeholder management.
• Escalation management.
• Coaching and development.
• Process governance and quality management.
• Analytical and reporting skills.
• Strong verbal and written communication.
• Problem-solving and decision-making.

Responsibilities

• Support the Manager in executing operational strategies and business goals.
• Drive day-to-day team operations and workforce planning coordination.
• Handle client escalations and ensure timely resolution.
• Monitor service quality and coach associates with improvement opportunities.
• Publish operational reports, dashboards, and business updates.
• Partner with SMEs, WFM, and leadership teams to improve productivity and client satisfaction.
• Maintain strong relationships with internal and US-based stakeholders.

Skills

Leadership

People management

Client/stakeholder mgmt

Escalation mgmt

Coaching & development

Governance & quality

Analytical & reporting

Communication (verbal/written)

Job description

Support the Manager in executing operational strategies and business goals.Drive day-to-day team operations and workforce planning coordination.Handle client escalations and ensure timely resolution.Monitor service quality and coach associates with improvement opportunities.Conduct training, knowledge-sharing sessions, and performance reviews.Publish operational reports, dashboards, and business updates.Partner with SMEs, WFM, and leadership teams to improve productivity and client satisfaction.Maintain strong relationships with internal and US-based stakeholders.

Shift:Service( 06:50 PM - 03:30 AM)

Skill:Voice Generic

JobCode:Voice Operations

Grade/Level:G1L1

• Leadership and people management
• Client and stakeholder management
• Escalation management
• Coaching and development
• Process governance and quality management
• Analytical and reporting skills
• Strong verbal and written communication
• Problem-solving and decision-making