Team Lead Member Services
Categoría: Client Service
Fecha de publicación: June 28, 2024
ADP is hiring a Wisely Team Leader
Well, this may be the role for you. Ready to make your mark?
The team leader will support the Wisely Call Center Manager. You will leverage your project management and leadership skills to assist the Team Manager in establishing the direction of daily activities and ensuring efficient operations. You will support the team manager in creating an overall productive and enjoyable working environment for employees. In this role you will make a business impact and provide managerial development opportunities. You will work cross functional departments that support the call center. Utilize sound judgement to escalate critical issues to the Team Manager. Provide recognition and direct feedback to associates on areas of opportunity to enhance service provided to the client. May provide feedback on individual performance of associates to leadership.
Be the point of contact for all escalations that come to Wisely Associates; assign escalations to the team, and ensure escalations are handled within the prescribed SLAs. Oversee the use of standard process workflows by team. Subject matter expert for new initiatives, working with cross functional business units, the escalations team and the wisely member services contact center. Be a point of contact for supporting business units, like, Fraud, Dispute, Client Services, Compliance and Implementation teams. Participate in task forces, strategic initiatives, stretch assignments, projects and collaboration opportunities with other business units as needed.
Work with the manager to collaborate on gathering requirements, obtaining content to create training, work with the frontline member services to ensure training on new initiatives is received by the front-line associates and track completion. Support the manager to create weekly “Knowledge” articles, based on initiatives, changes in processes, enhancements, and retraining opportunities. Identify and support process improvements to improve the member and associate experience. Serve as a resource in troubleshooting sessions when Wisely Member Services is faced with downtime issues. Be ready to quickly and efficiently communicate next steps to Wisely Agents verbally and via the Knowledge Articles. May monitor associate/member interactions utilizing the quality monitoring system.
A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We’ve received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos
Ready to #MakeYourMark? Apply now!
To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos
What you’ll do: Responsibilities
What you can expect on a typical day:
TO SUCCEED IN THIS ROLE: Requirements
A college degree is great but not required. What’s more important is having the skills to do the job. Other acceptable experiences could include:
YOU’LL LOVE WORKING HERE BECAUSE YOU CAN:
What are you waiting for? Apply today!
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $55,900.00 – $113,700.00 / Year
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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
Es genial venir aquí y no tener que estar sentado todo el día diciendo: “Voy a contestar llamadas telefónicas”. En realidad puedo educar al cliente y brindarle una experiencia fácil sin que le suponga ningún esfuerzo. Cuando uno dedica tiempo a educarlos, los clientes se muestran muy agradecidos. Hice muchos contactos personales.