Front Line Leader

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