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RESPONSIBILITIES:
- Manages entire workflow of 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.
- Ensures participant service center team adherence to work schedules, policies, procedures and metrics.
- Must be able to create and execute inquiries in Siebel. Ensure service requests (SR's/cases) are appropriately escalated and resolved, including partnership with the Operations team.
- Assist with trending to determine root cause of escalated case volume.
- Able to provide mentoring and coaching for Participant Representative team and provide feedback to manager on performance.
- Must maintain confidentiality and professionalism around associate performance and personnel information.
- Serves as an escalation point for Participant Representatives for questions and support.
- Assists manager with communication, education and rollouts of processes, procedures and areas for continuous improvement.
- Manager 1 supports clients of low complexity; Manager 2 supports clients of higher complexity and with complex requirements.
- Responsible for the delivery of participant service center services and ensuring it is provided in alignment with ADP service and quality standards.
- Must be able to prioritize critical client issues, as well as analyze and bring to resolution.
- Partner 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.
- Escalate major client issues to Operation Directors.
- Communicates regularly with main service delivery contact to evaluate client's service satisfaction, develop plans to close gaps, develop mitigation plans for hot client concerns, or proactively address client needs and work with the participant service center to implement.
- Manager 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.
- Drive innovation and continuous process improvement within the team. Meets biweekly with each team member and at least monthly with team.
- Ensures a positive participant experience through feedback, meeting of metrics and appropriate coaching.
- Demonstrates a thorough knowledge of participant service center activities and expectations, including able to take participant and escalated calls.
- Must be able to perform duties required of a Participant Representative under staffing shortage situations. Performs other related duties as assigned.
- 3-5 Years Call center or customer service experience;prior leadership/supervisory experience
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
