Hiring For Assistant Manager - Voice Process

Position Title: Assistant Manager Voice Process

Shift: US Rotational (6:30 PM 7 AM IST supporting the 4 US time zones)

Location: Hyderabad

• 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
• 
  Lead, coach, and mentor associates to meet and exceed performance targets.
• Create a culture of accountability, high performance, and employee engagement.
• Support career development through ongoing feedback, skill enhancement, and succession planning.
• Operational and Service Delivery Excellence
• Drive the achievement of service level agreements (SLAs) across KPIs including AHT, FCR, CSAT, and quality scores.
• Partner with Workforce Management (WFM) to ensure effective scheduling and staffing plans.
• Monitor process adherence and identify opportunities for operational efficiency and optimization.
• Client and Stakeholder Management
• Serve as the escalation point for complex client issues and ensure timely resolution.
• Collaborate with cross-functional teams and global stakeholders to align on client expectations and process improvements.
• Process Improvement and Innovation
• Analyze performance data and trends to identify gaps and implement corrective action plans.
• Drive continuous improvement initiatives to enhance client satisfaction and operational performance.
• Compliance and Risk Management
• Ensure adherence to ADP’s policies, regulatory standards, and compliance requirements.

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  Champion a culture of quality and process discipline.

• Skills and Experience Required

• Minimum 7–9 years of experience in voice process operations with at least 2–3 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.