Opis
Team Leadership & People Management Lead, coach, and motivate a team of bilingual client service representatives handling chat and inbound customer interactions. Conduct regular one-on-one meetings, team huddles, coaching, and performance reviews. Build a high-performance culture focused on customer satisfaction, accountability, and continuous improvement. Manage employee engagement, development plans, and career progression. Support recruitment, onboarding, training, and talent retention initiatives. Operations Management Monitor daily operational performance to ensure achievement of service levels and business KPIs. Manage staffing, scheduling adherence, and productivity targets. Ensure seamless service delivery across chat and voice support channels. Handle real-time escalations and provide timely resolutions. Coordinate with Workforce Management and Operations teams to optimize resource utilization. Quality & Customer Experience Drive customer satisfaction and service excellence through effective coaching and feedback. Review quality evaluations, identify trends, and implement action plans. Ensure compliance with client policies, procedures, and service standards. Monitor customer interactions to maintain quality, professionalism, and regulatory compliance. Performance Management Track and analyze performance metrics including: oNPS/CSAT (Customer Satisfaction) oQuality Scores oService Level Achievement oAHT (Average Handle Time) oProductivity oAttendance & Adherence oFirst Contact Resolution (FCR) Develop and execute performance improvement plans when required. Prepare and present operational reports to management. Stakeholder Management Serve as a key point of contact between operations management and frontline teams. Collaborate with Training, Quality, Workforce Management, HR, and Client stakeholders. Participate in client reviews and business meetings as required ##LI-DNIRequired Qualifications Bachelor's Degree or equivalent experience. Minimum 5-6 years of experience in a Contact Center/BPO/Customer Service environment. Minimum 3 years of people management or Team Leader experience. Experience managing teams supporting Chat and Inbound Voice processes. Strong understanding of contact center metrics and operational management. ________________________________________ Language Requirements Advanced to Fluent proficiency in English (written and verbal) Advanced to Fluent proficiency in French (written and verbal) Preferred Experience supporting French-speaking customers or markets (France, Canada, Belgium, Switzerland, etc.) ________________________________________ Key Competencies Leadership and Team Development Coaching and Mentoring Customer Service Excellence Conflict Resolution Performance Management Analytical and Problem-Solving Skills Stakeholder Management Effective Communication Decision-Making Multitasking in a Fast-Paced Environment ________________________________________ Technical Skills Contact Center Platforms (Genesys, Cisco, NICE, Avaya, etc.) CRM Tools (Salesforce, Dynamics, Zendesk, ServiceNow, etc.) Microsoft Office Suite (Excel, Word, PowerPoint) Reporting and Dashboard Analysis ________________________________________ Preferred Candidate Profile Strong bilingual communication skills in English and French. Demonstrated ability to lead multicultural teams. Experience in customer support, client services, or contact center operations. Proven track record of achieving operational KPIs while maintaining high employee engagement and customer satisfaction. Flexible to support shifts aligned with international customer requirements.
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.
