1+ months

Service Center Supervisor

Louisville, KY 40202

Ultimately responsible for the inbound / outbound call processing and for the support that clients / participants receive as part of Tier I and Tier II processing. Provides people management, overseeing Service Center Representatives in the successful execution of Service Center processes. Has significant impact on the work environment, Associate Satisfaction, and Client / Participant Satisfaction. The Supervisor is in charge of the day-to-day activities that drive the team metrics and general work flow. This includes everything from initial access requests, time approval, continuous supervision of call and case metrics and monitoring of workforce management systems.



  • Oversees the day to day activities of assigned Service Center Representatives and the achievement of all Service Level metrics that have been established for assigned clients.
  • Oversees the day to day activities of assigned Service Center Representatives and the achievement of all established operating metrics with respect to the Service Center Representative's performance. Identify performance concerns, provide counseling and progressive discipline as necessary.
  • Review daily, weekly, monthly statistics and provide related feedback to associates. Evaluate workflow processes and procedures to maximize the effectiveness of the team's productivity. Coordinate and participate in weekly meetings with all team members.
  • Maintains a working environment that is energized and motivating and contributes to the positive welfare of Service Center associates. Draft performance appraisals, mentor associates, interview potential associates.
  • Manage escalations from Service Center Representatives, and receive guidance from Service Center Managers when appropriate. Monitor specific operational issues, investigate and respond to all issues for assigned clients.
  • Ensures that assigned Service Center team operates within the established protocols of the Participant Service Center and aligns to overall NAS strategy
  • Directly impact the areas of Client Satisfaction, Participant Satisfaction, Associate Satisfaction, Turnover, and Financial objectives
  • Support projects and continuous improvement initiatives as needed


Minimum Qualifications

  • High School Diploma/GED
  • Customer Service (1-3 years)

Preferred Qualifications

  • Supervisory Experience
  • Call Center/Contact Center Experience
  • Bachelor's Degree

Explore our COVID-19 page https://jobs.adp.com/covid19/ 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. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, 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 ADPs culture and our full set of values.



  • Other
Posted: 2021-03-19 Expires: 2021-06-05

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Service Center Supervisor

Louisville, KY 40202

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