MAS India SVC CHAT CoE 171844 - Internal

Assistant Manager MAS India Payroll CHAT COE Brief Description of the role The Assistant Manager is responsible to oversee the service deliverables of the team on a daily basis and provide the necessary support and leadership to the associates in driving the overall effectiveness of the team. This position is specific to the MAS Payroll CHAT COE This is an Inbound CHAT COE wherein the MAS clients use our Chat feature to seek assistance on their Payroll related queries/ issues. Essential Responsibilities Responsible to understand the MAS strategy, align and drive the team for overall success Responsible for Service Delivery, Associate Engagement, Business Unit Engagement and Talent Management (Acquisition, Development & Retention and Rotation/Succession Planning) Develop and run a high performing organization that will recognize its role in providing a sustainable & competitive advantage to MAS Client Service operations through Operational Efficiency, Developing Centers of Excellence, Innovation and Thought Leadership. Specific focus on driving service excellence through improving call quality and scaling efficiencies. Required to be sensitive to the Voice of the Client & develop plans to improve their experience with ADP. Drive discipline & excellence on operational metrics such as Utilization, FCR, Rep Sat, ACW, ASAs and all key aspects relating to call center environment. Work closely with the Workforce Management Teams (WFM) across sites & be on top of volume forecasts vs. scheduling. Ensure that domain expertise is given the utmost importance through constant monitoring, refreshers & trainings and develop expertise through SME, domain certifications. Focus on a robust performance gauging mechanism through PMS & drive towards a constructive/ timely feedback system. Responsible for regular connects with BU counterparts (senior leaders, managers and subject matter experts) through periodic touch points. Focus on business process improvements through driving awareness, encouraging ideas, pushing for implementation & deriving quantification. Work on associate development through cross training, certifications, BPO Roadmaps, online courses etc. Eligibility Criteria Should have spent a minimum of 12 months in current role grade in ADP Should be at G2L2 or G3L1 Excellent communication (both verbal and written) and interpersonal Skills Strong reporting and analytical skills with proficiency in MS-Office applications Excellent planning and organizing skills Strong leadership and business acumen Ability to mentor and coach associates Ability to develop associates and create a succession pipeline Flexible to work in shifts, as per business requirement Demonstrates behavior that promotes the values of the organization
Shift:Service( 05:30 PM - 02:30 AM)
Skill:Voice Payroll
JobCode:Voice Operations
Grade/Level:G3L1
##LI-DNIAssistant Manager MAS India Payroll CHAT COE Brief Description of the role The Assistant Manager is responsible to oversee the service deliverables of the team on a daily basis and provide the necessary support and leadership to the associates in driving the overall effectiveness of the team. This position is specific to the MAS Payroll CHAT COE This is an Inbound CHAT COE wherein the MAS clients use our Chat feature to seek assistance on their Payroll related queries/ issues. Essential Responsibilities Responsible to understand the MAS strategy, align and drive the team for overall success Responsible for Service Delivery, Associate Engagement, Business Unit Engagement and Talent Management (Acquisition, Development & Retention and Rotation/Succession Planning) Develop and run a high performing organization that will recognize its role in providing a sustainable & competitive advantage to MAS Client Service operations through Operational Efficiency, Developing Centers of Excellence, Innovation and Thought Leadership. Specific focus on driving service excellence through improving call quality and scaling efficiencies. Required to be sensitive to the Voice of the Client & develop plans to improve their experience with ADP. Drive discipline & excellence on operational metrics such as Utilization, FCR, Rep Sat, ACW, ASAs and all key aspects relating to call center environment. Work closely with the Workforce Management Teams (WFM) across sites & be on top of volume forecasts vs. scheduling. Ensure that domain expertise is given the utmost importance through constant monitoring, refreshers & trainings and develop expertise through SME, domain certifications. Focus on a robust performance gauging mechanism through PMS & drive towards a constructive/ timely feedback system. Responsible for regular connects with BU counterparts (senior leaders, managers and subject matter experts) through periodic touch points. Focus on business process improvements through driving awareness, encouraging ideas, pushing for implementation & deriving quantification. Work on associate development through cross training, certifications, BPO Roadmaps, online courses etc. Eligibility Criteria Should have spent a minimum of 12 months in current role grade in ADP Should be at G2L2 or G3L1 Excellent communication (both verbal and written) and interpersonal Skills Strong reporting and analytical skills with proficiency in MS-Office applications Excellent planning and organizing skills Strong leadership and business acumen Ability to mentor and coach associates Ability to develop associates and create a succession pipeline Flexible to work in shifts, as per business requirement Demonstrates behavior that promotes the values of the organization