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

ADP • Toronto, ON

1d • Hybrid

About The Position

ADP is seeking an experienced, people-focused Manager for its Technical HCM Contact Centre. This leadership role involves managing a team responsible for supporting clients with complex technical questions related to the functionality and configuration of Benefits and Talent Management modules within ADP's human capital management platform. The ideal candidate will possess strong leadership skills, HRIS/HCM expertise, and call centre experience to lead a high-performing team focused on client success and operational excellence. The role requires the candidate to be based in either the Etobicoke or Montreal office and will have leadership responsibilities for a growing team, initially 7 direct reports, expanding to 14, with team members located in Etobicoke, Montreal, and offshore.

Requirements

• 5+ years of experience in Human Capital Management or HR Information Systems, ideally with specific experience with Benefits and all HR modules.
• 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 a contact centre.
• Experience handling escalations and complex client issues.
• Excellent communication, coaching, and interpersonal skills.
• Must be based in either Etobicoke or Montreal office.
• For Quebec candidates, while French is required, English proficiency is also necessary due to global business interactions.

Nice To Haves

• Preference for those with specific experience with ADP Workforce Now or a similar HCM system.

Responsibilities

• Lead, coach, and develop a team of technical HCM support specialists in a contact centre environment.
• Foster a high-performance, client-centric team.
• Conduct regular 1-on-1s, coaching, and performance discussions, including career development.
• Support hiring, onboarding, ongoing training, and compliance of team members.
• Oversee day-to-day contact centre operations, including monitoring KPIs, call volumes, and handling escalations to ensure quality service.
• 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.
• Ensure the 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.

Benefits

• Focus on mental health and well-being.
• Company committed to giving back and generating a positive impact on communities.
• Ongoing training and development opportunities.
• Tuition reimbursement program.
• Flexibility to integrate work into daily life.
• Global opportunities with operations around the world.
• Belonging through ten Business Resource Groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed