RS - Participant Service 172665 - Internal

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 engagement Driving strong Client relationships Driving Operational Excellence through KRA / SLA adherence Nurturing a culture of Innovation and Business Process Improvements Essential 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 by facilitating refreshers, create an open atmosphere where associates feel like they belong and want 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 per planned schedules. To act as a primary contact for process updates with an aim of enhancing the product / process skills & 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 disseminate information 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 / product updates. To monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements. To stay focused on quality through real time / historical call monitoring and to be able to provide regular, timely and objective feedback to the team members. To give paramount importance to customer satisfaction by closely following the survey reports and 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 the organizational vision. Flexible to work in different shifts (Night & Rotational)
Shift:Service( 06:30 PM - 03:30 AM)
Skill:Customer Service & Support
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 responsibilities G2L2 and above are eligible to apply If 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