Senior Service Center Manager
hace 5 días
We are seeking a highly skilled and experienced Senior Service Center Manager to lead our Service Center team. As a key member of our organization, you will be responsible for overseeing the day-to-day activities of our associates and ensuring the delivery of exceptional client service.
Key Responsibilities- Associate Management: Oversee the day-to-day activities of associates and ensure the achievement of established associate and client service level metrics.
- Goal Setting and Feedback: Establish and communicate goals and provide regular feedback to associates, including developmental opportunities.
- Team Performance: Continuously review team performance, identify opportunities for improvement, and implement corrective actions.
- Client Satisfaction: Achieve objectives for associate engagement and turnover, and ensure timely and effective training is delivered to enhance skills of the team.
- Process Improvement: Identify areas in need of process improvement and solicit feedback from associates on service improvements.
- Recruitment and Selection: Responsible for recruitment, selection, hiring, compensation management, and performance management of the staff.
- Education: Graduate of business administration/management, accounting or other related disciplines.
- Experience: 3-5 years customer service, benefits administration, payroll, HR or related experience, and 2-3 years SME, mentor or supervisory experience.
- Skills: Proven proficiency in prioritizing critical client issues and managing workflow, proficiency in the use of PC applications, and effective oral and written communication skills.
- Competencies: Delivering world-class service and satisfaction to all clients, maintaining focus to deliver results in a fast-paced and diverse environment, motivating and managing exceptional team performance, collaborating with all internal resources at all levels, and holding self and others to the highest personal and professional standards.
- Delivering World-Class Service: Deliver exceptional client service and satisfaction to all clients.
- Maintaining Focus: Maintain focus to deliver results in a fast-paced and diverse environment.
- Motivating Team Performance: Motivate and manage exceptional team performance, making the most of associates' diverse strengths and skills.
- Collaborating with Internal Resources: Collaborate with all internal resources at all levels to achieve shared goals and exceed expectations.
- Holding Self and Others to High Standards: Hold self and others to the highest personal and professional standards, becoming a role model for ADP vision and values.
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