Job reference #6170_8584986

ADP is hiring a Global View Manager, Service Center. The Service Center Manager is responsible for ensuring the Client Service Representatives are applying consistent methodologies and meeting GlobalView’s SLA, setting and maintenance of Call Centre related tools, creating and measuring reporting for Client Service Representatives. The Service Center Manager will ensure activities are performed in a manner that meets ADP and/or client requirements while adhering to ADP standards.The Service Center Manager will as needed review and define methodologies or processes and ensure Client Service Representatives are trained following GlobalView requirements, including Service Excellence.

At ADP we are driven by your success. 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.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:

• For Client Service Representatives, develop standards and processes, that ensure ADP meets or exceed ADP contractual requirements within the groups and adhere to GlobalView & ISAE 3402 standards.
• Create, review and deploy consistent SOPs 
• Work with HR to review job descriptions and ensure team leads communicate and effectively deploy to their team members
• Work closely with other Service Center Managers and HR in order to ensure Client Service Representatives are recruited and trained consistently according to GlobalView standards.
• Ensure all CSRs have the appropriate training planned as defined in the job description (GV tools, Service Excellence, ticket management, core business processes, SLA awareness.
• Review training plans and advise on consistent and ongoing improvement in coordination with Global Education Services.
• Act as advisor whenever relevant in recruitment processes for Service Center.
• Identify Talent, work with Team Leads and HR ensuring appropriate development plans are created
• Monitor attrition to be aligned with GlobalView goals, if discrepancies exist propose corrective actions
• Monitor day to day operations to ensure CSR’s perform in accordance to the defined role and meet our SLAs.
• Daily CRM and ticket monitoring 
• Dashboard reporting for ticket monitoring and call statistics: analysis, improvement actions 
• Advise Managers on individual performance management
• Define, implement and use effective solution for Call Management System reporting
• Ensure on going coordination: 
• With Application Support and Payroll Production process owners / leads (knowledge sharing, best practices, Talent Management, shared contribution to FAQs and Knowledge Management database)
• With counterpart in Shared Service Center (knowledge sharing, best practices)
• Participate as required in cross regional activities, workshops etc. aiming at sharing and improving on current processes and practices
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• Over 5 Years, Up to 8 Years of Directly Related Experience
• Bachelor’s Degree or its equivalent in education and experience
• Previous experience with mentoring and coaching
• Payroll knowledge

PREFERRED QUALIFICATIONS:

Preference will be given to candidates who have the following:

• Previous People Leadership Experience
• Proven communication skills in both Spanish and English
• SAP Experience

 

At 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, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.