Job reference #6170_8645471
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.
POSITION SUMMARY:
Manages call center productivity goals by effectively balancing call volume and resources among the client service teams. Manages all scheduling (i.e., vacation, overtime, training, etc.) for the client service team. Analyzes and tracks call volume and makes decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team.
RESPONSIBILITIES:
- Manages call center productivity goals by effectively balancing call volume and resources among the client service teams. Manages the call volume with resources and schedules.
- Analyzes scheduling packages which track call volume and reviews historical trend data to determine the level of daily call activity. Ensures that the appropriate productivity level is maintained within the teams by deciding which resources should be used, where resources need to be shared or whether a schedule needs to be changed for a team.
- Manages all scheduling (i.e., shift schedules, training, vacation, meeting, overtime, after call work, etc.) with regard to the client service team to ensure that daily productivity objectives are met in a timely and efficient manner.
- Prepares reports (i.e., daily operating reports, adherence, call analysis, etc.) for senior management according to scheduled deadlines.
- Provides input to management regarding training needs and performance appraisals for the client service team.
QUALIFICATIONS REQUIRED:
Education: Associates degree
Experience: Experience as a Sr. Client Account Specialist
Preference will be given to candidates who have the following:
- College degree preferred.
- Resultant knowledge of ADP service center operations and an understanding of how complex payroll/personnel product questions/problems are resolved.
- Experience in managing call center productivity necessary.
- Knowledge of ADP service center objectives and standards helpful.
- PC, analytical and mathematical skills in order to review and make recommendations based on call volume statistics.
- Strong oral, written and interpersonal communication skills.
- Must be able to communicate across functional and management levels.
- Ability to work under pressure of time constraints and independent of management essential.
- Ability to remain professional while coaching associates on schedule changes and team goals necessary.
Software in the Cloud. Experts on the Ground:
ADP powers the working world with comprehensive solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 65 years of experience as one of the largest providers of human capital management solutions world-wide.
At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, non-job related physical or mental disability, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
