Position Summary:The Service Delivery Sr.
Director will manage the daily operations for the Payments Call Center.
Coordinate and analyze service quality data to make executive strategy decisions.
Manage the cross-functional and cross-departmental interfaces that support the Payments business.
A self-starter who serves as a trusted advisor to senior business leaders and works collaboratively across various functions and Business Units to execute on strategic plans.Key Responsibilities: Lead Service Call Center Operations both domestically and abroad while managing a good balance between effective operations and implementing process enhancements.
Manage a call center organization to include matrix and vendor partnerships.
Responsible for ensuring that supervisors and managers have the appropriate tools to meet/exceed service level agreements.
Accountable for precise scheduling and resource management.
Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced Customer satisfaction.
Develop daily/week/monthly reports for effective monitoring of business/operational risks Ensure existing controls are maintained and strive to continuously tightening controls.
Create a comprehensive dashboard to monitor and report key operational metrics.
Analyzes industry trends for the betterment of business performance, process and growth.
Anticipates business issues; recommends process or service improvements.
Develops and delivers presentations and other forms of communication on business results.
Communicates complex ideas, anticipates potential objections and persuades others, often at senior levels, to adopt a different point of view.
Partners and negotiates with senior management, customers, or vendors to influence decisions.
Proactive identifies and solves the most complex problems; uses ground-breaking methods to think beyond existing solutions.
Perform other related duties as needed.QUALIFICATIONS REQUIRED: Typically requires BA/BS
– or equivalent in education and experience.
Strong workforce management skills as it pertains to a large contact center team Knowledge of the payments industry or banking is preferred.
Typically requires a minimum of 15 years relative experience.
Proven experience with execution of customer improvement strategies and tactics Technical acumen in contact center tools such as phone system, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planningPREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following: Proven track record in achieving business results in Call Center Management.
Strong workforce management skills as it pertains to a large contact center team Extensive experience with contact center metric analysis Demonstrated people leadership and employee development Strong process improvement, reducing employee and customer pain points Has knowledge of best practices and is aware of the competition and factors that differentiate them in the market.Explore our COVID-19 page to understand how ADP is approaching safety, travel, the hiring interview process, and more.Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve.
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