Job Description

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 :

The Call Center Administration Job Family is responsible for the successful operation of the Region-wide Call Center. This may include scheduling for multiple jobs/departments. Ensures appropriate service levels and productivity levels are maintained for both inbound and other work types by analyzing data and accurately forecasting staffing needs. Continuously monitors call center tools; addresses adherence or resource allocation issues. Manages scheduling process for Call Center associates and maintains schedule changes. Provides accurate and timely reporting to key constituents. Maintains key call center technologies and databases. Develops and communicates related polices/procedures.

Job Responsibilities :

• Primary point of contact for WFM with business units leaders.
• Analyzes and tracks call volume and historical trend data to determine expected levels of daily call activity in the future. Develops and disseminates accurate forecasts based on this analysis and knowledge of the business. Creates schedule plans based on analysis and in-depth knowledge of policies and productivity targets.
• Makes resource reassignment/allocation decisions based on call volumes, agent tenure/skill, off-hook work volume, resource availability, and forecast data. May direct others to implement changes.
• Manages the daily activities of the Call Center Administration team (real time, scheduling and forecasting associates) including coaching & development, performance management, recruiting/hiring, discipline, compensation administration. Sets and communicates team goals.
• Responsible for developing, publishing and monitoring Regional workforce management policies & procedures (vacation/holiday requests, tardiness/attendance notification policy, adherence & adjustments, Manager exception deadlines, etc.). Provides guidance/insight to managers on topics of Adherence and Real Time Monitoring techniques.
• Creates ad hoc reports to diagnose Regional performance/productivity issues.
• Analyzes data. Solicits best practices from other Regions and from Service Operations. Recommends operating improvements based on analysis and reporting. Provides on-going communication to leaders in the Region to enhance effectiveness.
• Troubleshoots Regional telecommunications issues. Works with the Telecom department and other internal/external partner to resolve issues. Acts as the liaison between the Region and key constituent groups such as Voice Engineering, Telecom, Service Operations, etc. Ensures Regional needs are met. Provides feedback to constituent groups.

Experience :

• 5-8 years of directly related experience.
• Past experience in a call center or solution center environment with responsibility for client service, real time monitoring/traffic control processes, scheduling, analysis and/or call mentoring.
• Knowledge of at least one workforce management/scheduling tools preferred (Genesys, Gen Cloud preferred).
• Proficiency with Call Management Systems (Genesys preferred).
• Expertise in leading all three functional areas of Workforce Management - real time, scheduling and forecasting/analytics.
• Experience leading others, mentoring associates, building teams. Past management experience required.

Preferred Qualifications:

• Call center workforce management experience preferred
• Remote leadership
• Experience working with Genesys (call routing and workforce management) preferred
• Previous experience leading a workforce management team
• Strong quantitative, analytical and problem solving skills

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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 to learn more about ADP\'s culture and our full set of values.

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