Front Line Leader – Assistant ManagerADP • Pune, Maharashtra, India

Front Line Leader – Assistant Manager

ADP • Pune, Maharashtra, India

30+ days ago

Job description

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

Create a job alert for this search

Assistant Manager • Pune, Maharashtra, India

Related jobs

Assistant Manager

TP • Pune, IN

Identify opportunities to upgrade existing clients to higher-value telecom plans, premium features, or advanced solutions that meet their evolving needs. Promote complementary telecom services such ...Show more

Last updated: 8 days ago • Promoted

Assistant Manager

CarTrade Tech Ltd. • Pune, Maharashtra, India

CarTrade Tech is looking for a dynamic professional to join our BFSI & Marketplace team and drive strategic partnerships with Banks, NBFCs, and Fintechs. If you understand the auto finance ecosystem...Show more

Last updated: 11 days ago • Promoted

Team Lead

Foundever • Pune, Maharashtra, India

Urgent Openings for Team Lead (International Process) Education HSC / Grad Experience Minimum 1 year of experience as a TL Process International (International Process only should apply) Backgro...Show more

Last updated: 14 days ago • Promoted

Assistant Manager, Deal Desk (5 : 00 PM to 2 : 00AM IST)

Confidential • Pune, India

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn't changed - we're here to stop breaches...Show more

Last updated: 16 days ago • Promoted

Team Leader / / Assistant Manager / / BPO

Confidential • Pune

Hiresquad Resources is actively seeking an experienced.Team Leader / Assistant Manager.International BPO Voice Process.If you have a proven track record as a Team Leader in an International BPO, a ...Show more

Last updated: 30+ days ago • Promoted

Assistant Manager - Outlet

Confidential • Pune, India

You will be responsibleto assist with theefficient running ofthe department in line with Hyatt International's Corporate Strategies andbrand standards, whilst meetingemployee, guest and owner expec...Show more

Last updated: 10 days ago • Promoted

Leasing Assistant Manager

Gera Developments • Pune, Maharashtra, India

Over 50 years, 62 projects & approx.We not only create premium residential and commercial projects but deliver novel experiences anchored in our values of trust, quality, customer first and innovat...Show more

Last updated: 30+ days ago • Promoted

General Manager

Ileseum Clubs • Pune, India

Empowering communities and celebrating the joy of club life with.General Managers (GM) play a critical role in the Ileseum eco system and model. GMs are the bridge between the daily activities at th...Show more

Last updated: 30+ days ago • Promoted

Assistant General Manager

Confidential • Pune, India

This role is for one of our clients.Industry : Health, Wellness & Fitness.Seniority level : Mid-Senior level.Location : Bengaluru, Hyderabad, Delhi, Mumbai, Chennai, Pune. We are looking for a dynamic ...Show more

Last updated: 27 days ago • Promoted

Assistant General Manager (AGM) / Deputy General Manager (DGM) – Process Engineering & Projects

Praxys Project Engineers Private Limited • Pune, Maharashtra, India

We are seeking an accomplished Chemical Engineer (≈20 years experience) with deep expertise in Basic Engineering (BEP), process design, and execution of large-scale chemical projects.The ideal cand...Show more

Last updated: 9 hours ago • Promoted • New!

Assistant Front Desk Manager

Confidential • Pune, India

Rooms & Guest Services Operations.JW Marriott Hotel Pune, Senapati Bapat Road, Pune, Maharashtra, India, 411053VIEW ON MAP. Entry level management position that is responsible for leading and assist...Show more

Last updated: 30+ days ago • Promoted

Assistant Manager / Deputy Manager

Confidential • Pune

Assistant Manager / Deputy Manager - Sales (General Industry).KSB Pumps Limited is seeking a driven.Assistant Manager / Deputy Manager. This role requires a proactive individual with a strong unders...Show more

Last updated: 30+ days ago • Promoted

Front Line Leader – Assistant Manager

ADP • Pune, Maharashtra, India

Front Line Leader – Assistant Manager (G3L1) – External.To lead a team of 12-15 associates that support an international voice / chat process within ADP. The role entails responsibility for managing t...Show more

Last updated: 30+ days ago • Promoted

Assistant Manager- OEM

Asahi India Glass Limited (AIS) • Pune, India

To Improve customer satisfaction and enhance AIS share of business by focusing on OEM Sales.Roles & Responsibilities (KRAs)-. Increase customer satisfaction, resulting in profitable and sustainable ...Show more

Last updated: 3 days ago • Promoted

Assistant General Manager (AGM) – Business Development

Flipspaces • Pune, Maharashtra, India

Assistant General Manager (AGM) – Business Development Location : Pune Experience : 5–8 years Company : Flipspaces About Flipspaces Flipspaces is a global design-tech leader transforming workspace...Show more

Last updated: 6 days ago • Promoted

Assistant Manager Guest Relations

Confidential • Pune, India

A Assistant Manager Guest Relations supports the needs of VIP Guests and informs other Team Members of VIP needs in order to ensure an exceptional Guest experience. As Assistant Manager Guest Relati...Show more

Last updated: 13 days ago • Promoted

Easebuzz - Assistant Manager / Deputy Manager - SME Sales

Easebuzz • Pune, India

Description : Easebuzz is a payment solutions (fintech) company that enables online merchants to accept, process, and disburse payments through developer-friendly API...Show more

Last updated: 16 days ago • Promoted

Manager / Assistant Manager-Centre of Excellence (COE)-Pune

MSKA & Associates • Pune, Maharashtra, India

About Firm : Established in 1978, M S K A & Associates is an Indian partnership firm registered with the Institute of Chartered Accountants of India (ICAI) and the PCAOB (US Public Company Accountan...Show more

Last updated: 9 days ago • Promoted