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Urgent! Front Line Leader – Assistant Manager Job Opening In Pune – Now Hiring ADP

Front Line Leader – Assistant Manager



Job description

Job Description


Front Line Leader – Assistant Manager (G3L1) – External


Scope and Overview:


To lead a team of 12-15 associates that support an international voice/chat process within ADP.

The role entails responsibility for managing the day-to-day operations including but not limited to:


  • Driving strong associate engagement
  • Driving strong Client relationships
  • Driving Operational Excellence through KRA / SLA adherence
  • Nurturing a culture of Innovation and Business Process Improvements


Essential Duties and Responsibilities:


  • Manage productivity and key metrics of the team members to meet the business requirements.

  • Passionate about people: Lead and coach the associates on the process / product front by facilitating refreshers, create an open atmosphere where associates feel like they belong and want to give their discretionary effort.

  • Handle escalation calls, provide floor support and ensure floor discipline.

  • To smoothly manage the daily operations by ensuring availability of associates on phones as per planned schedules.

  • To act as a primary contact for process updates with an aim of enhancing the product / process skills & knowledge levels of both self as well as the team members.

  • To conduct regular one-to-one, team meetings / huddles as a platform to gather or disseminate information and build a relationship with the team members.

  • Collate, analyze, and present objective data in the form of suitable MIS reports.

  • Work in close coordination with the stakeholders about key operational / process / product updates.

  • To monitor the overall functioning of the process by identifying areas of opportunities and recommend process improvements.

  • To stay focused on quality through real time / historical call monitoring and to be able to provide regular, timely and objective feedback to the team members.



  • To give paramount importance to customer satisfaction by closely following the survey reports and aligning the team members accordingly by sharing the relevant information.

  • To coordinate with support functions such as Work force management, Training and Quality.

  • Work with leaders to operate the strategic goals of the business in line with the organizational vision.

  • Flexible working in different shifts


Additional Responsibilities:


  • Performs other related duties as assigned by the Manager and acts as a back-up to them in their absence.

  • To be able to handle additional initiatives (both assigned as well as self-driven) apart from managing core deliverables.

  • Imbibe and promote ADP culture
  • Build a robust pipeline of subject matter experts.

  • Foster an atmosphere that would encourage value adds, creativity and innovation.


Skills and Experience:


  • 7-9 yrs.

    of total experience in an inbound/outbound international voice/chat process, with at least 2+ yrs.

    in a frontline leadership role with direct team responsibilities
  • Service orientation and customer focus.

  • Strong priority and escalations management.

  • Strong analytical and presentation skills.

  • Outstanding verbal and written communication skills coupled with an ability to deliver effective presentations in the presence of teams and leaders.

  • To always have a positive attitude and a collaborative approach.

  • Ability to build and promote teamwork and camaraderie.

  • To have problem solving skills and an excellent eye for detail.

  • Proficiency in MS-office applications and exposure to a call monitoring system (CMS / Gen Cloud & Salesforce) is a definite requirement
  • Working knowledge of payroll and benefits administration is helpful (Highly Preferred).

    FPC or CPP certification (Preferred)
  • Effective time management skills, organization, and planning are required.

    Strong leadership and business skills, Ability to mentor and coach associates


Required Skill Profession

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