1+ months

Service Center Manager - 182498

El Paso, TX 79901
  • Job Code
\u003Cdiv\u003E \u003Cp\u003E\u003Cstrong\u003EADP is hiring a Service Center Manager.\u003C/strong\u003E In this position you will manage the entire workflow of a total absence management participant representative team towards successful delivery of service utilizing multiple products for multiple clients. Effectively apply and trains teams on ADP standard operating procedures, tools, products and client specific information. Functional Team Lead also demonstrates a high level of product knowledge through training, coaching, and developing that same knowledge in the team, and builds relationships as appropriate with operational and internal partners to ensure high effectiveness within the product by our representatives when working with participants.\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003EAt ADP we are driven by your success.\u003C/strong\u003E We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.\u003C/p\u003E \u003Cp\u003EWe strive for every interaction to be driven by our \u003Cstrong\u003ECORE\u003C/strong\u003E values:\u003Cstrong\u003E Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, \u0026 Social Responsibility.\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ERESPONSIBILITIES:\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EEnsures participant service center team adherence to work schedules, policies, procedures and metrics.\u003C/li\u003E \u003Cli\u003EMust be able to create and execute inquiries in Siebel. Ensure service requests (SR\u0027s/cases) are appropriately escalated and resolved, including partnership with the Operations team.\u003C/li\u003E \u003Cli\u003EAssist with trending to determine root cause of escalated case volume.\u003C/li\u003E \u003Cli\u003EAble to provide mentoring and coaching for Participant Representative team and provide feedback to manager on performance.\u003C/li\u003E \u003Cli\u003EMust maintain confidentiality and professionalism around associate performance and personnel information.\u003C/li\u003E \u003Cli\u003EServes as an escalation point for Participant Representatives for questions and support.\u003C/li\u003E \u003Cli\u003EAssists manager with communication, education and rollouts of processes, procedures and areas for continuous improvement.\u003C/li\u003E \u003Cli\u003EManager 1 supports clients of low complexity; Manager 2 supports clients of higher complexity and with complex requirements.\u003C/li\u003E \u003Cli\u003EResponsible for the delivery of participant service center services and ensuring it is provided in alignment with ADP service and quality standards.\u003C/li\u003E \u003Cli\u003EMust be able to prioritize critical client issues, as well as analyze and bring to resolution.\u003C/li\u003E \u003Cli\u003EPartner with operations, offshore, nearshore and other internal partners as necessary to deliver stellar service to the client Support project service and/or implementation for a smooth transition to go live.\u003C/li\u003E \u003Cli\u003EEscalate major client issues to Operation Directors. Communicates regularly with main service delivery contact to evaluate client\u0027s service satisfaction, develop plans to close gaps, develop mitigation plans for \u0026quot;hot\u0026quot; client concerns, or proactively address client needs and work with the participant service center to implement.\u003C/li\u003E \u003Cli\u003EManager 1 manages at team of less tenured participant service center representatives (14-18) and Manager 2 manages more tenured participant service center representatives (8-10). Recruits and selects new talent, ensures timely and effective training is provided (to include, but not limited to, formal, just-in-time, mentoring and on the job), motivates and rewards performance, provides regular and timely performance feedback to direct reports and focuses on development and engagement of each individual and the team as a whole.\u003C/li\u003E \u003Cli\u003EDrive innovation and continuous process improvement within the team.\u003C/li\u003E \u003Cli\u003EMeets biweekly with each team member and at least monthly with team.\u003C/li\u003E \u003Cli\u003EEnsures a positive participant experience through feedback, meeting of metrics and appropriate coaching.\u003C/li\u003E \u003Cli\u003EDemonstrates a thorough knowledge of participant service center activities and expectations, including able to take participant and escalated calls.\u003C/li\u003E \u003Cli\u003EMust be able to perform duties required of a Participant Representative under staffing shortage situations.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EQUALIFICATIONS REQUIRED:\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003E1-3 Years of directly related experience\u003C/li\u003E \u003Cli\u003ETravel other than driving up to 25%\u003C/li\u003E \u003C/ul\u003E \u003C/div\u003E \u003CP\u003E\u003Cdiv\u003E \u003Cp\u003E\u003Cstrong\u003EPREFERRED QUALIFICATIONS:\u003C/strong\u003E Preference will be given to candidates who have the following:\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EAssociates Degree or Equivalent in Education \u0026 Experience Preferred\u003C/li\u003E \u003Cli\u003EMajor area of concentration Business Administration\u003C/li\u003E \u003Cli\u003ECall center or customer service experience\u003C/li\u003E \u003Cli\u003EAbility to prioritize, manage time and resources to be successful\u003C/li\u003E \u003Cli\u003EUses resources to resolve routine issues with regard to:\u003C/li\u003E \u003Cul\u003E \u003Cli\u003EProject management skills\u003C/li\u003E \u003Cli\u003Eproject plan development\u003C/li\u003E \u003Cli\u003Emanagement\u003C/li\u003E \u003Cli\u003Eimplementation and debrief post project\u003C/li\u003E \u003C/ul\u003E \u003Cli\u003EResolves variety of issues with regard to:\u003C/li\u003E \u003Cul\u003E \u003Cli\u003EAbility to navigate in a matrix environment\u003C/li\u003E \u003Cli\u003EAbility to hold associates accountable to performance and development expectations; facilitate difficult conversations\u003C/li\u003E \u003Cli\u003EAbility to develop and present information to a variety of audiences, including front line associates and clients\u003C/li\u003E \u003Cli\u003EAbility to motivate and influence behaviors and decisions - from front line associates to internal and external business partners\u003C/li\u003E \u003Cli\u003ELead by example through understanding and demonstrating departmental processes and protocols\u003C/li\u003E \u003C/ul\u003E \u003C/ul\u003E \u003C/div\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.\u003C/P\u003E


Posted: 2019-09-23 Expires: 2019-12-12

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Service Center Manager - 182498

El Paso, TX 79901

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