Job reference #6170_8653175

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.Insightful expertise is a core value at ADP.

In Small Business Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them – growing their business. We are a passionate partner committed to their success – and are looking for like-minded individuals who want to be part of our winning team.

Client support at ADP. It’s all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.

The Canada Workforce Coordinator is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends. The Workforce Coordinator must be aware of region goals, trends and past performance in order to determine when to engage backup plans to address anomalies. Deploying backup plans must be done at the appropriate time, not too early and not too late, in order to support both the associate and client experiences.Once schedules are released from the centralized teams, changes may be required in the short term due to unplanned events (defined as less than 30 days). When required resources exceed actual, scheduling options must be developed and presented to the regions with strong recommendations. One week’s solution will impact future week decisions to ensure that one KPI is not consistently impacted over the other.Presenting the options to the regions requires collaboration and negotiation skills with all levels of management in the region.

Process Improvement

• Ability to provide improvement to existing processes
• Ability to enhance existing processes to gain efficiency
• Ability to execute innovation efforts requested by clients
• Involvement in the improvement of programs assigned to RTA.
• Includes creation of templates and/or documentation of processes 

Accuracy of Reports and Deliverables

• Ability to produce accurate and precise reports or any other requested data
• Ability to maintain reports and database with the most current and updated data 

Timelines of Delivery

• Ability to adhere in delivering all assigned reports, ad hoc requests, and other necessary tasks in a timely manner or as agreed upon request.

REQUIREMENTS

• Must have at least two years of workforce management experience or equivalent with at least 1 year of call center experience
• Proven workforce management experience and strong knowledge of call center operations
• Proven experience working with WFM applications IEX (preferred), Aspect, Verint, Pipkins, Genesys, preferred
• Proficient in MS Word, Excel, PowerPoint
• Strong analytical skills
• Self-motivated and must excel in minimally managed position high profile position
• Proven working experience and strong ability to communicate with various management levels
• Thorough and deep knowledge of CMS (Call Center Reporting System)
• Excellent skills in communication should be accustomed with fast and changing needs
• Excellent problem solving and decision making skills
• Proven attention to detail
• Excellent organization, time management and multi-tasking skills

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.