Bilingual Call Center manager
1 ADP Blvd
Roseland, New Jersey 07068
Job Location: Salem, NH
For more than 60 years, ADP has served as a trusted human resources, payroll and benefits partner to employers and automotive dealerships around the world. Our mission is to provide insightful solutions that drive value and success for our clients by allowing them to focus on their business.
Today, we serve approximately 570,000 companies, ranging from small, start-up businesses with a handful of employees to large, multinational companies with thousands of employees spanning the globe. From our humble beginnings as a local New Jersey business in 1949, we have expanded internationally to become one of the world’s largest business-to-business outsourcers with over 56,000 associates worldwide.
Bilingual Call Center Manager
The Manager is responsible for effectively managing the Participant Call Center. The Manager oversees Registered Representatives and is responsible for their training, development, and achievement of qualitative and quantitative service metrics. The Manager is responsible for monitoring and documenting compliance with FINRA regulations, and internal policies and procedures. Additionally, the Manager is responsible for ensuring that all inbound participant calls, cases, callout requests, and web responses are handled within stated standards. The manager will participate in the budget planning process, process improvements, and system enhancements.
Ensure all service standards are met
Implement process improvements within the Participant Call Center, and across associated business groups
Participate in new product design and implementation
Monitor System performance
Manage and Develop a staff of 10-15 Registered Reps
Resolve escalated service issues
Develop and Implement Training and Development Programs
Oversee scheduling of call center resources
Act as FINRA Principal for assigned Registered representatives
Perform other duties as assigned
Bachelors degree or equivalent combination of education and experience required
Proficient Bilingual skills (Spanish)
FINRA Series 6, 63, and 26 or ability to obtain within 45 days of hire
Two to four years of demonstrated management experience - call center environment required
Demonstrated leadership and motivational skills
Coaching, facilitation and employee development skills
Demonstrated ability to analyze and interpret call center reporting statistics and metrics
Creative problem solving, analytical and project management skills
Strong communication and interpersonal skills
Sound decision-making ability and risk management skills
Able to manage multiple tasks and projects simultaneously in a rapidly-changing environment
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