Manager, Employee Call Center

ADP, Inc.; Virginia (MN); On-site; USD 87,000 - 161,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Retirement matching

Wellness program

Short-term disability

Charitable contribution match

Holidays

Job summary

ADP, Inc. is seeking a Manager, Employee Call Center to lead a high-performing team and align daily work with broader goals. You will coach staff, manage workload, and use performance metrics to drive improvements in productivity and client satisfaction.

Ideal candidates bring 2 years of management experience, strong communication, and a collaborative mindset. A college degree is preferred; military experience is valued.

Qualifications

• 2 years of management or team lead experience required.
• Military experience appreciated and valued.
• Ability to communicate clearly and concisely both written and verbally.
• Work effectively in teams and take ownership.
• Strong time management skills and ability to meet deadlines.
• Ability to analyze data and trends to drive performance.
• Strong interpersonal skills for relationships with team members and clients.

Responsibilities

• Lead and coach a team; provide guidance, set performance expectations, and align daily activities with organizational goals.
• Oversee workload, monitor call volume, and deliver daily coaching to improve productivity.
• Facilitate open communication, address obstacles, and implement solutions to foster collaboration.
• Support growth of team members through coaching, training, and advancement opportunities.
• Escalation management: handle complex issues with payroll, HR, and benefits partners.
• Report performance metrics to leadership and drive ongoing improvements.

Skills

Team leadership

Performance coaching

Communication

Data-driven decisions

Conflict resolution

Change management

Escalation management

Cross-functional collaboration

Education

College degree

Job description

ADP is hiring a Manager, Employee Call Center.

• Do you have a passion for leading and motivating teams to achieve their best?
• Can you align team performance with organizational goals while fostering collaboration?
• Are you ready to lead by example and inspire positive change?

Well, this may be the role for you. Ready to make your mark?

In this role, you will lead and inspire your team by providing guidance, clear direction, setting performance expectations, and aligning daily activities to the team members with organizational goals. You will foster a positive, collaborative environment where associates feel motivated, supported, and accountable for delivering exceptional service. By implementing strategies that drive productivity, monitoring performance metrics, and resolving challenges proactively, you will play a vital role in enhancing both team effectiveness and client satisfaction.

In your daily duties as a Manager-Stateside you will be responsible for overseeing team performance, managing workload, monitoring daily call volume, and conducting daily coaching sessions to deliver constructive feedback to enhance individual and team productivity. Additional responsibilities include facilitating open, clear communication, addressing obstacles, and implementing solutions that foster collaboration and maintain focus. You will assist your team members with escalated and urgent case work. You will also support the professional growth of team members through coaching, training, and opportunities for advancement, while reporting performance metrics and progress to leadership.

You will thrive in this role by demonstrating strong leadership, excellent communication, and effective decision-making skills. The ability to think critically and develop long-term strategies for the team and organizational success. Success requires the ability to manage multiple priorities, inspire and motivate others, and resolve conflicts constructively. Your adaptability, emotional intelligence, and commitment to team development will position you as a trusted leader who drives results while fostering a culture of collaboration and accountability.

Ready to #MakeYourMark?

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos

What you’ll do: Responsibilities

What you can expect in this role:

• 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.

TO SUCCEED IN THIS ROLE: Requirements

• 2 years of management or team lead experience required.
• Military experience: we recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.
• Ability to communicate clearly and concisely both written and verbally.
• Work effectively in teams, take ownership and contribute positively to the team and organizational structure.
• Possess excellent time management skills to prioritize tasks and meet deadlines.
• The 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. This includes empathy and respect.

Bonus points for these: Preferred Qualifications

• College degree preferred.
• Strong time management.
• Proven ability to troubleshoot and resolve complex client and product issues.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.
• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.
• Continuously learn through ongoing training, development, and mentorship opportunities.
• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.
• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

What are you waiting for?

#LI-AE1

#LI-Hybrid

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is USD $86,600.00 - USD $161,600.00 / Year*
*Actual compensation will not be less than the applicable minimum wage or minimum exempt salary requirement under federal, state and local laws.

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.