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ADP

Customer Service Center Manager
Toledo, Ohio Area, US - Human Resources

**This position must sit in either the Findlay, OH office or Ft. Collins, CO office.

ADP is hiring a Service Center Manager.In this position you will manage the Acquisition Service Center team across multiple locations ensuring successful delivery of stellar service to our clients and their candidates.

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.

Key Responsibilities:

Manage workflows of TAS Service Center team leading delivery of service utilizing multiple products for a large and diverse client base. Effectively train and lead teams on operating procedures, tools, products and client specific information. Demonstrate a high level of product knowledge through training, coaching, and developing that same knowledge in the team.

Ensure service center team adherence to work schedules, policies, procedures and metrics. Build relationships with operational and internal partners.

Must be able to create and execute inquiries in CRM tool and ensure service requests are appropriately escalated, managed and resolved.

Support clients with complex requirements. Must be able to prioritize critical client issues, as well as analyze and bring resolution to them. Partner with operations, offshore, nearshore and other internal partners as necessary to deliver stellar service to the clients.

Recruit and select new talent, ensuring timely and effective training is provided. Motivate and reward performance, provide regular and timely performance feedback to direct reports and focus on development and engagement of each individual and the team as a whole. Drives innovation and continuous process improvement within the team. Create a positive client/candidate experience through feedback, meeting of metrics and appropriate coaching.

Demonstrate a thorough knowledge of service center activities and expectations, including managing escalated calls.

Perform other related duties as assigned.

Travel required as needed - initially ~50% narrowing to 25%

Qualifications:

Bachelor's Degree

3-5 years' experience in call center or customer service experience; leadership/supervisory experience.

Experience leading a large number of associates across multiple locations.

Comfort leveraging various technologies to enable and to oversee client service and other work products.

No salary provided

Posted May 05, 2015 at 10:21PM from LinkedIn http://ift.tt/1GY8jB6
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