1+ months

Manager, HR Solutions and Services

El Paso, TX 79901
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ADP is hiring a Manager, HR Solutions and Services. Responsible for the daily activities of a high volume Technology Services/PEO Live Chat team to ensure efficient and effective delivery of optimal service. Expected to plan for and anticipate a 20% or greater growth in service volume per year. Recommends and implements operational improvements. Handles all escalated client service and human resources issues for the team. Determines training requirements. Provides continual communication to ensure effective client support. Expected to plan for and anticipate a 20% or greater growth in service volume per year.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.


  • Leads all daily activities of the PEO Live Chat team nationwide.
  • Manages group HR Solutions Specialists taking PEO live chats and digital communication from our client, ensuring appropriate service and support is delivered in an effective and timely manner.
  • Ensures that all service is provided within established Service Level Agreements (SLA's). The team supports the HCM platform across all features and functionality to include but not limited to Payroll, Benefits, HR and Technical Support.
  • Drives best practices and standardization of all PEO live chat processes.
  • Constantly monitors PEO live chat processes and procedures for update and improvement opportunities.
  • Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings, one on one meetings, and performance planning.
  • Provides weekly performance feedback and conducts quarterly performance reviews on all associates.
  • Responsible for department hiring, training, and terminations as required.
  • Monitors all digital interactions to ensure consistent service is being delivered on all communications and that information communicated is accurate.
  • Provides specific feedback to direct reports.
  • Closely monitors group chat and digital service levels.
  • Coaches and counsels Associates on proper digital and chat strategy techniques and communication.
  • Monitors and responds to department satisfaction survey scores and provides appropriate feedback and coaching to team members.
  • Thoroughly investigates any negative survey results and provides proper remedy.
  • Assists in the development and implementation of policies and procedures to include enhancing services offered by the Service Technology team.
  • Reviews and analyzes department reports and submits to Director and HR Administration according to scheduled deadlines.
  • Provides detailed reports at the management level.
  • Determines the team's ongoing training requirements and schedules as needed.
  • Ensures timely and effective training is provided, both formal and on-the-job, to enhance the skill base of the team.
  • Provides continual communications to enhance PEO Live Chat effectiveness in dealing with critical issues.
  • Supports and encourages building out knowledge base for continuous improvement for both our associates and clients.



  • 5-7+ years experience as HR Manager or related field with 10 or more direct reports, HR Services or 4-5 years experience as a Call Center Manager.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • BA/BS Degree in Human Resources Management or, Business preferred or equivalent in experience and education. PHR or SPHR Certification preferred.
  • Background in a Client Service Center and in-depth working knowledge of overall department operations.
  • Knowledge of HR related regulations at a national level and in all 50 states.
  • Strong knowledge of HR subject matter and related services, consultant experience preferred.
  • Proven proficiency in prioritizing critical issues and identifying team training needs.
  • Ability to assess performance and provide motivational support to team personnel required.
  • Effective communication skills required, as well as a demonstrated proficiency in time management and conflict resolution necessary.
  • Must be able to work under pressure.
  • Strong team player as well as individual contributor.
  • Strong customer focus.
  • Self-starter who is customer focused, possessing solid problem-solving skills and team building skills.
  • Self-starter who is customer focused, possessing solid problem-solving skills and team building skills.
  • Possess excellent writing and oral communication skills.
  • Ability to be successful in a fast paced, matrixed and results-oriented environment
  • Background in digital communications or Contact Center.

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.


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Jobs Rated Reports for Human Resources Manager

Posted: 2021-06-16 Expires: 2021-08-22
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Manager, HR Solutions and Services

El Paso, TX 79901

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Human Resources Manager
25th2019 - Human Resources Manager
Overall Rating: 25/199
Median Salary: $113,300

Work Environment
Very Good
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