RS - Participant Service 171501 - Internal

adpinternalcareers; India; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

ADP is seeking a Service Leader to head a 12-15 associate team supporting an international voice/chat process. You will drive associate engagement, client relationships, and operational excellence through KPI/SLA adherence while fostering a culture of innovation and process improvements.

The role requires coaching, escalation handling, shift management, and close collaboration with workforce, training and quality teams to sustain service quality and customer satisfaction.

Qualifications

• Management experience in a call center or BPO.
• Strong customer focus with escalation management.
• Excellent communication and presentation skills.
• Proficiency in MS Office; familiarity with CMS/Gen Cloud.
• Ability to lead and develop large teams.

Responsabilités

• Manage productivity and key metrics to meet business requirements.
• Lead and coach associates; facilitate refreshers and foster belonging.
• Handle escalation calls; provide floor support and discipline.
• Ensure availability of associates per planned schedules.
• Act as primary contact for process updates and knowledge growth.
• Conduct regular 1:1s, team meetings and huddles.
• Collate, analyze and present MIS data.
• Coordinate with stakeholders on updates.
• Monitor quality via call monitoring and provide feedback.
• Drive customer satisfaction using survey reports to align the team.
• Coordinate with WFM, Training and Quality.
• Align with strategic goals and organizational vision.
• Flexible to work night/rotational shifts.

Connaissances

People Leadership

Operations Management

Voice Process

Client Relationship

Process Improvement

KPIs & SLA

MS Office

CMS/Gen Cloud

Outils

MS Office

CMS/Gen Cloud

Description du poste

To lead a team of 12-15 associates that support an international voice/chat process within ADP.The role entails responsibility for managing the day-to-day operations including but not limited to:Driving strong associate engagementDriving strong Client relationshipsDriving Operational Excellence through KRA / SLA adherenceNurturing a culture of Innovation and Business Process ImprovementsEssential 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 byfacilitating refreshers, create an open atmosphere where associates feel like they belong andwant 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 perplanned schedules.To act as a primary contact for process updates with an aim of enhancing the product / processskills & 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 disseminateinformation 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 / productupdates.To monitor the overall functioning of the process by identifying areas of opportunities andrecommend process improvements.To stay focused on quality through real time / historical call monitoring and to be able to provideregular, timely and objective feedback to the team members.To give paramount importance to customer satisfaction by closely following the survey reportsand 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 theorganizational vision.Flexible to work in different shifts (Night & Rotational)Additional ResponsibilitiesPerforms other related duties as assigned by the Manager and acts as a back up to them in theirabsence.To be able to handle additional initiatives (both assigned as well as self-driven) apart frommanaging core deliverables.Imbibe and promote ADP cultureBuild a robust pipeline of subject matter experts.Foster an atmosphere that would encourage value adds, creativity and innovation.Shift:Service( 07:30 PM - 04:30 AM)Skill:Voice ServiceJobCode: ServiceGrade/Level:G3L1##LI-DNI
Shift:Service( 07:30 PM - 04:30 AM)
Skill:Voice Generic
JobCode:Voice Operations
Grade/Level:G3L1
##LI-DNI7-9 yrs. of total experience in an inbound/outbound international voice/chat process, with at least 2+ yrs. in a frontline leadership role with direct team responsibilitiesG2L2 and above are eligible to applyIf applying for the next level - Minimum 18 months or more in current role/grade (Required)|If applying laterally - Minimum 12 months or more in current role/grade (Required)Preferably in a supervisory role or People Leadership Role.Excellent performance record for the last 4 review cycles.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