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