ADP is hiring a Participant Service Center Manager I.

RESPONSIBILITIES:
* Manages entire workflow of Participant Representative team towards successful
delivery of service utilizing multiple products for multiple clients.
* Effectively apply and trains teams on ADP standard operating procedures,
tools, products and client specific information.
* Functional Team Lead also demonstrates a high level of product knowledge
through training, coaching, and developing that same knowledge in the team,
and builds relationships as appropriate with operational and internal
partners to ensure high effectiveness within the product by our
representatives when working with participants.
* Ensures participant service center team adherence to work schedules,
policies, procedures and metrics.
* Must be able to create and execute inquiries in Siebel. Ensure service
requests (SR's/cases) are appropriately escalated and resolved, including
partnership with the Operations team.
* Assist with trending to determine root cause of escalated case volume.




* Able to provide mentoring and coaching for Participant Representative team
and provide feedback to manager on performance.
* Must maintain confidentiality and professionalism around associate
performance and personnel information.
* Serves as an escalation point for Participant Representatives for questions
and support.
* Assists manager with communication, education and rollouts of processes,
procedures and areas for continuous improvement.
* Manager 1 supports clients of low complexity; Manager 2 supports clients of
higher complexity and with complex requirements.
* Responsible for the delivery of participant service center services and
ensuring it is provided in alignment with ADP service and quality standards.
* Must be able to prioritize critical client issues, as well as analyze and
bring to resolution.
* Partner with operations, offshore, nearshore and other internal partners as
necessary to deliver stellar service to the client Suppo

📌 Service Center Manager (Bogotá)
🏢 Adp
📍 Bogotá