Call Center Manager: Inspire Teams, Drive Performance

ADP; El Paso (TX); On-site; USD 87,000 - 162,000; Full time

Job summary

ADP is seeking a Manager, Employee Call Center to lead and inspire a team delivering exceptional client service. You’ll provide guidance, set performance expectations, and align daily activities with organizational goals.

You will coach daily, monitor metrics, manage workload, and address escalations with cross-functional support from Payroll, HR, and Benefits. Strong leadership, communication, and decision-making are essential.

Qualifications

• 2 years of management or team lead experience required.
• Military experience valued.
• Strong written and verbal communication skills.
• Work effectively in teams, take ownership and contribute positively to the team and organizational structure.
• Excellent time management skills to prioritize tasks and meet deadlines.
• Ability to analyze data and trends, interpret information and make informed decisions to drive performance.
• Strong interpersonal skills are essential for building relationships with team members, stakeholders and clients.

Responsibilities

• Team Coaching. Inspire and mentor associates to align team performance with strategic goals. Provide regular constructive feedback and conduct performance evaluations to hold team members accountable for their contributions.
• Performance Management. Analyze performance metrics and customers feedback to establish clear measurable objectives for team members aligned to organizational goals. Identify training needs and provide coaching to help develop associates enhance skills and performance.
• Collaboration & Influence. Work across teams, departments, and leadership to ensure alignment and impact. Address issues proactively and collaboratively, ensuring that challenges are managed effectively and lessons learned are applied to future situations.
• Associate Development. Provide mentorship and growth opportunities, supporting associates’ career advancement. Leading and motivating a team is essential for achieving goals. Managers should know how to inspire their teams, set clear objectives and foster a positive work environment. Building trust by being open about processes, decisions and outcomes encourages accountability within the team.
• Change Management. Lead by example in promoting positivity, adaptability, and transformational change. In a fast-paced environment managers must be adaptable to changing circumstances and team dynamics. This includes being open to new ideas.
• Escalation Management. You will take ownership of complex or atypical matters and work in conjunction with various third parties and team members within our Payroll, HR, and Benefits departments to resolve issues timely, maintain compliance, adapt to process changes, and leverage new technology. Inbound teams often deal with customer complaints and issues. As a manager you will need to have strong conflict resolutions skills to handle disputes effectively and maintain client satisfaction.

Skills

Leadership/People management

Communication

Teamwork/Collaboration

Time management

Data analysis

Interpersonal skills

Education

College degree preferred

Job description

ADP is seeking a Manager, Employee Call Center to lead and inspire a team delivering exceptional client service. You’ll provide guidance, set performance expectations, and align daily activities with organizational goals.

You will coach daily, monitor metrics, manage workload, and address escalations with cross-functional support from Payroll, HR, and Benefits. Strong leadership, communication, and decision-making are essential.