Manager, Technical HCM Contact Center / Gestionnaire, Centre de contact technique HCM

Desire to advance your career in a stable and dynamic environment offering numerous advancement opportunities? Are you eager for knowledge and interested in continuous training, development, and mentoring opportunities? Is it important for you to be part of a culture that values equity and inclusion through an environment welcoming new perspectives and diverse viewpoints?

We are looking for an experienced people-focused Manager that has a combination of Human Capital Management experience and leadership experience in a high-volume contact centre. This leadership role has full responsibilities for 7 direct reports but will be growing to 14. The team is in Etobicoke, Montreal and offshore. This role must be in either Etobicoke or our Montreal office.

This team is responsible for supporting our clients with complex technical questions related to the functionality and configuration of our Benefits and Talent Management (Recruitment & Onboarding, Performance, Talent, Compensation, Learning etc.) modules within our human capital management platform. The ideal candidate combines strong leadership skills, strong HRIS / HCM expertise, and call centre experience to lead a high performing team of experts who are centered on client success and operational excellence.

What you’ll do:

• Team Leadership: Lead, coach and develop a team of technical HCM support specialists in a contact centre. Foster a high-performance client-centric team within a contact centre environment. Conduct regular 1-1s, coaching and performance including career development discussions. Support hiring, onboarding, ongoing training and compliance of team members.
• Operational Management: Oversee day-to-day contact centre operations including monitoring KPIs, call volumes, dealing with escalations, and ensuring quality service responses to our clients. Monitor call queues, case volumes and resource allocation to optimize efficiency. Identify trends in client inquiries and implement strategies to improve resolution times and reduce repeat issues. Implement best practices for knowledge management and case handling.
• Technical Oversight: Ensure delivery of high-quality consistent and professional support to all clients in both official languages. Partner with client success and implementation teams to address systemic issues and improve overall client satisfaction. Review client feedback and recorded calls to drive continuous improvements.

TO SUCCEED IN THIS ROLE:

• 5+ years of experience in Human Capital Management or HR Information Systems. Ideally with specific experience with Benefits and all HR modules. (Preference for those with specific experience with ADP Workforce Now or a similar HCM system).
• 2 years of leadership experience, ideally in a large call centre or IT support environment.
• Familiarity with integrations, APIs and data management concepts.
• Strong understanding of technical support operations of contact centre.
• Experience handling escalations and complex client issues.
• Excellent communication, coaching and interpersonal skills.

Quebec candidates: While French is required for Quebec-based roles, use of the English language is also required due to the global nature of the business and the need to interact with ADP’s headquarters and international sites.

You’ll Love Working Here Because You Can:

• Focus on your mental health and well-being. We take care of one another and offer support for your well-being… because healthy associates are happy ones.
• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.
• Knowledge to help you grow. Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
• Innovate. Problem-solve. Shape the future of work with people you like.
• Balance work and personal time. Flexibility to integrate work more easily in your everyday life.
• Go Global. With operations around the world, exciting new networking opportunities abound.
• Belong by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.