Role Overview As an Assistant Manager Voice Process, you will lead a team of high-performing associates and team leaders in delivering world-class service experiences for ADP clients. This role requires strong operational expertise, leadership capability, and a client-centric mindset to ensure delivery of key performance metrics (SLAs, CSAT, Quality) and support ADPs strategic objectives. The role demands a proactive leader who can drive employee engagement, operational excellence, and continuous improvement in a fast-paced, dynamic environment. Key Responsibilities Team Leadership and Development oLead, coach, and mentor associates to meet and exceed performance targets. oCreate a culture of accountability, high performance, and employee engagement. oSupport career development through ongoing feedback, skill enhancement, and succession planning. Operational and Service Delivery Excellence oDrive the achievement of service level agreements (SLAs) across KPIs including AHT, FCR, CSAT, and quality scores. oPartner with Workforce Management (WFM) to ensure effective scheduling and staffing plans. oMonitor process adherence and identify opportunities for operational efficiency and optimization. Client and Stakeholder Management oServe as the escalation point for complex client issues and ensure timely resolution. oCollaborate with cross-functional teams and global stakeholders to align on client expectations and process improvements. Process Improvement and Innovation oAnalyze performance data and trends to identify gaps and implement corrective action plans. oDrive continuous improvement initiatives to enhance client satisfaction and operational performance. Compliance and Risk Management oEnsure adherence to ADPs policies, regulatory standards, and compliance requirements. oChampion a culture of quality and process discipline. ##LI-DNISkills and Experience Required Minimum 7 to 9 years of experience in voice process operations with at least 2 to 3 years in a team management role. Proven ability to manage teams in a dynamic, unscripted service environment. Strong understanding of voice process metrics and performance management (AHT, FCR, CSAT, NPS). Excellent communication, coaching, and conflict management skills. Proficiency in workforce management tools, reporting, and analytics. High level of adaptability and problem-solving in high-pressure situations. Leadership Competencies Strong people leadership and team-building skills. Client-centric approach with the ability to influence and collaborate effectively. Results-driven mindset with focus on operational excellence and continuous improvement. Eligibility Criteria Current grade G3L1 only are eligible to apply. Excellent performance record for the last 2 FPR review cycles. No active PIP or disciplinary action within the past 12 months. Current Supervisors approval required.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 .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 to learn more about ADP’s culture and our full set of values.
