This job offer is not available in your country.

▷ (Apply in 3 Minutes) Front Line Leader – Assistant Manager

ADPIndia

12 hours 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

Apply • India

Related jobs

Promoted

Assistant Coach

Immanuel WilliamsNagpur, IN

Assists the Personal Coach, by smartly and efficiently executing tasks and responsibilities, in Client accountability and Learning & Development initiatives for overall Business Excellence.This inc...Show moreLast updated: 20 days ago

Promoted

Assistant Manager Biomass Sourcing

Saint-Gobain Group in IndiaNagpur, IN

A 350-year young organization with strong pillars on value system and customer centricity, Saint-Gobain employs 176,000 people across 64 countries with over 90 nationalities.A fortune 500 company, ...Show moreLast updated: 15 days ago

Promoted

Front Line Leader – Assistant Manager

ADPIndia

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 moreLast updated: 5 days ago

Promoted

Assistant Manager - CRM Ops

EmeritusNagpur, IN

Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world.It does this by col...Show moreLast updated: 5 days ago

Promoted

Head of Total Rewards || Leading logistics Company || Upto 44 LPA

TalentiserNagpur, IN

Head of Total Rewards / Manager – Total Rewards with.Oman’s leading logistics and maritime companies.We are seeking a driven and hands-on. Compensation & Benefits (C&B) function for one of the Oman’...Show moreLast updated: 2 days ago

Promoted

Assistant Manager - LMS

EmeritusNagpur, IN

Promoted

Assistant Manager Business Development

T&M Services Consulting Pvt LtdNagpur, IN

Assistant Business Development Manager / Business Development Manager - Staffing & Recruitment.Designation depends on your experience). We are looking for a dynamic and driven Business Development p...Show moreLast updated: 5 days ago

Promoted

Delivery Manager

Tata Consultancy ServicesNagpur, Maharashtra, India

TCS BPS IS HIRING FOR Delivery Manager role at Nagpur!.Kindly go through the norms below and apply only if its relevant.International Life and Annuity Insurance Domain. Any full-time graduate (10+2+...Show moreLast updated: 30+ days ago

Promoted

Head of Growth (Founding Member)

evvolv.aiNagpur, IN

GenAI tools, but by transforming how teams think, work, and make decisions.We take companies from scattered AI experiments to system-level change — designing intelligent workflows, embedding copilo...Show moreLast updated: 1 day ago

Promoted

Assistant

Ankit Srivastava, Chief EditorNagpur, IN

We are looking for a highly organized and proactive.Ankit Srivastava, Chief Editor (New Delhi Times and Nai Dilli Times). The ideal candidate will be resourceful, detail-oriented, and capable of han...Show moreLast updated: 30+ days ago

Promoted
New!

▷ Apply in 3 Minutes! Assistant Manager Training

JupiterIndia

A subject that’s always on our mind.We go through a rollercoaster of emotions when it comes to money.That’s why at Jupiter, our mission is to enable people to improve their relationship with money....Show moreLast updated: 12 hours ago

Promoted
New!

▷ Apply in 3 Minutes! Assistant Store Manager

Outhouse JewelleryIndia

Achieve monthly and quarterly sales targets as per brand goals.Identify opportunities to drive sales through client acquisition, upselling, and cross-selling. Track KPIs including conversion rate, A...Show moreLast updated: 12 hours ago

Promoted

Demand Planning Manager - Groceries

CareemChimur, India

Careem Grocery is on a mission to reinvent the way people shop for grocery, pharmacy and retail products.As an exciting new vertical within Careem (a startup within a startup), were in the early st...Show moreLast updated: 12 days ago

Promoted

Digital Lead Generation Enthusiast

TECNVIRONS PVT LTDNagpur, IN

Empower Your Business with Seamless Automation and Intelligent Communication".Tecnvirons is AI-powered multi-Channel communication and business management solution designed specifically for small ...Show moreLast updated: 5 days ago

Promoted

General Manager - Design

LivspaceNagpur, Maharashtra, India

As an General Manager - Design, you will own the revenue of a region and manage the critical growth and performance metrics of both the business and people. You will take complete ownership of busin...Show moreLast updated: 30+ days ago

Promoted

Assistant Manager - Cluster Sales Analyst

DIAGEO IndiaNagpur, Maharashtra, India

Assistant Manager - Cluster Sales Analyst.Our Sales team love building relationships, connecting with customers to sell our much-loved brands in new and vibrant markets where they can thrive.They h...Show moreLast updated: 24 days ago

Promoted

Team Lead

HCLTechNagpur, Maharashtra, India

Technical Skill Set : Oracle PL / SQL, Production support.Unix Shell Scripting, Autosys, Service Now.Notice Period : Immediate joiners. Location : Work from Office NAGPUR.In addition, please consider the...Show moreLast updated: 27 days ago

Promoted

Team Lead-Domestic BPO

TPNagpur, IN

Team Leader – Customer Service.Years in BPO | 1+ Year as Team Lead.Excellent communication & problem-solving skills.Show moreLast updated: 5 days ago