Insurance Services - Property & Casualty Retention 167509

ADP

Hyderabad, Telangana, India
On-site
7 to 9 years voice process experience
2 to 3 years team management role
Manage aht, fcr, csat metrics
Lead a team of high-performing associates and team leaders to deliver world-class service experiences for ADP clients

Job Summary

  • Lead a team of high-performing associates and team leaders to deliver world-class service experiences for ADP clients.
  • Drive the achievement of service level agreements across key performance indicators including AHT, FCR, CSAT, and quality scores.
  • Serve as the primary escalation point for complex client issues while ensuring timely resolution and process adherence.

Matching Summary

Lead a team of high-performing associates and team leaders to deliver world-class service experiences for ADP clients.

Skills & Requirements

Must-have

  • 7 to 9 years voice process experience
  • 2 to 3 years team management role
  • Manage AHT, FCR, CSAT metrics
  • Workforce Management tools proficiency
  • Client escalation point resolution

Nice-to-have

  • Strong coaching and conflict management skills
  • Proactive continuous improvement mindset
  • High adaptability in dynamic environments
  • Cross-functional global stakeholder collaboration

Key Requirements

  • Minimum 7 to 9 years voice process experience
  • At least 2 to 3 years in team management
  • Current grade G3L1 eligibility only
  • Excellent performance record for last 2 FPR cycles
  • No active PIP or disciplinary action in past 12 months

Work Rights

Not specified

Tailored Resume

Cover Letter