20 days old

NAS TLM Solution Center Operations Analyst - 180872

Manila, CO 80102
  • Job Code
    180872

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 National Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. 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.

Technology at ADP. It's the foundation of the products and services that have made us a world-wide leader in workforce solutions. With us, you can combine technical skills and business acumen, to effectively consult as well as solve technical challenges. You have the opportunity to train on leading-edge technologies that continually redefine what's possible in our industry.

The NAS Time Labor Management Solution Center Representative is the primary contact for a designated number of clients providing service, product and technical expertise by use of service management tools such as Siebel CRM, and Microsoft Office to deliver exceptional service to the National Account Client.

  • Working in a team environment, the Analyst receives calls or emails from clients asking questions or needing assistance.
  • Typically, receives 7-8 calls/cases inbound per day, and the rest of the day they are actively working on resolution of cases previously received and not closed.
  • Communicates with clients on outbound calls to give them status of open cases or gather additional information to help troubleshoot an issue.
  • Is required to perform routine research, issue resolution and effectively respond to client questions and concerns relating to ADP Products and Services.
  • Taking into account the client's level of product expertise and adjusts how service is delivered to ensure client satisfaction. Is required to recognize potential client technical and non-technical issues and escalate issues to the appropriate technical consultant in a timely manner, based on established escalations processes.
  • Is expected to independently manage their workload to ensure that they are meeting case management timelines and communicating with clients as defined in the Solution Center best practices. Perform other related duties as assigned.
  • Case Ownership and Resolution rate
  • Compliance to established escalations processes.
  • Client Satisfaction measured by survey
  • Established quality guidelines that maybe captured through call monitoring

REQUIREMENTS :

  • Fresh Graduates are highly encouraged to apply.
  • Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor's Degree, any field
  • At least 6 months to 1 year KPO/Shared Services experience, general office, customer service and/or data entry experience.
  • Above average verbal and written communications skills, analytical and problem solving skills.
  • Preferably with experience in using MS Office applications
  • Proven experience using the telephone in a high volume environment.
  • Basic knowledge of math, ability to work with numbers.
  • Any of the following certifications would be desirable: A+, MCP, MCSE, HTML/XML, Crystal Reports, CPP, FPC, CCNA, etc.
  • Demonstrated experience in client support for technical software application
  • Ability to effectively communicate with both clients and internal staff in a team environment is required
  • Must have high level of responsibility to own client issues, must have interpersonal skills to effectively and politely communicate with clients
  • Solid technical foundation necessary to provide support of any standard business application is a plusMinimum 1-year Experience with escalation, logical troubleshooting and problem resolution is a plus
  • Must have ability to manage time and prioritize multiple client issues and projects effectively
  • Minimum 1-year relevant experiences in payroll and or Time and Labor Management is nice to have
  • Proven proficiencies in call handling
  • Demonstrate ability to work in a team environment and ability to work under pressure of time constraints

COMPETENCIES :

  • Delivering world-class service and satisfaction to all clients -- internal, external, diverse and emerging.
  • Solving day-to-day problems that are inline with ADP's mission, vision, and values.
  • Shares ideas and information across multiple audiences to drive the business need.
  • Acting in ways that help deliver results in a fast-pace and diverse environment.
  • Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
  • Holding self and other to the highest personal and professional standards.

About ADP: We power organizations with insightful 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 60+ years of experience as a world-wide leader of business outsourcing solutions.

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

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, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-08-02 Expires: 2019-09-01

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NAS TLM Solution Center Operations Analyst - 180872

ADP
Manila, CO 80102

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