Front Line Leader – Assistant Manager

Job Description

Front Line Leader – Assistant Manager (G3L1) – External

Scope and Overview:

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 ensure 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-one, 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 about 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 operate the strategic goals of the business in line with the organizational vision.
• Flexible working in different shifts

Additional Responsibilities:

• Performs other related duties as assigned by the Manager and acts as a back-up to them in their absence.
• To be able to handle additional initiatives (both assigned as well as self-driven) apart from managing core deliverables.
• Imbibe and promote ADP culture
• Build a robust pipeline of subject matter experts.
• Foster an atmosphere that would encourage value adds, creativity and innovation.

Skills and Experience:

• 7-9 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
• 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 always have a positive attitude and a collaborative approach.
• Ability to build and promote teamwork 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 & Salesforce) is a definite requirement
• Working knowledge of payroll and benefits administration is helpful (Highly Preferred). FPC or CPP certification (Preferred)
• Effective time management skills, organization, and planning are required. Strong leadership and business skills, Ability to mentor and coach associates