Director - Service Technology - ADP - Miami

Position Overview:
ADP seeks a Director of Service Technology to support the TotalSource division customer service / call center operations. This leadership role establishes direction for overall service technology strategy supporting TotalSource and serves as the technology lead for other TotalSource Business Units to enhance the client experience and develop alternative client channels such as self-service, webchat, client forums, mobile and other digital or social media.

Responsibilities:
* Develops associate tools that drive productivity enhancements. Develops and implements a standard set of key metrics centered on the client experience and technology to measure overall technology success.
* Responsible for the identification, deployment, maintenance and support of core TS technology solutions in support of an enhanced client experience and improved productivity including telephony, network, desktop and service tool solutions.
* This includes the ongoing management of a 3M+technology budget in conjunction with the VP Service Operations. Provides critical management of the support and issue escalation process to ensure stability and availability to maintain business continuity

* Establishes the overall technology direction of TS core business in relation to the development of new and alternative client channels as the market and our product offerings change.
* Drives the continued improvement and availability of associate tools and reporting to support an evolving service model that has global reach based on associates in traditional, near-shore and off-shore locations.
* Partners with service strategy leaders to help define service model improvements based on technology options
* Selects, onboards, develops and motivates associates who are responsible for executing on and supporting the TS technology strategy. Regularly provides accurate, specific and timely performance feedback, effectively executes formal and informal recognition of associates (successes, exceptional efforts etc.), initiates actions to promote positive morale and ADP as an employer of choice. Recognizes individual contributions of associates, recognizes individual development needs and supports necessary training and development.
* Performs necessary disciplinary and personnel actions and maintains all documented records.
* Leads review of potential technologies and applications to support overall strategy.
* Creates business cases for large scale technology investments in excess of 1M across the Business Unit and engages with leadership to secure funding for incremental investment opportunities to grow the technology portfolio.
* Collaborates with key members of IT, R&D, field leadership, and participates in planning cycles to drive integration of service components into the planning process to establish a Comprehensive Technology Road Map.
Drives all Business Requirements and deliverables related to the roadmap.
* Leads initiative planning and budgeting; mobilizes and manages required teams; defines deliverable structure and content; facilitates buy-in of proposed solutions from top management at all levels; directs on-time, quality delivery of work products; and manages engagement risk.

Qualifications:
* Experience setting strategic direction and providing leadership in call center environments, with a focus on the strategies of selecting and leveraging technologies to set the roadmap and drive process improvements, which will result in the optimal client and end-user experience.
* Experience with various Call Center Technical & Telephony Systems, Knowledge Management Tools, and Business Process Management tools. Genesys and/or Siebel preferred, but will consider other platforms such as Avaya, etc.
* Experience with implementation of multi-channel contact, intelligent call routing, skill based routing to improve client experience, CRM integration and client self-service.
* Bachelor's Degree required.
* PMP Preferred.

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