Workforce Scheduling Analyst I – multiple locations

Workforce Scheduling Analyst I – multiple locations

Posted On: 4-4-2014
Position Title:
Workforce Scheduling Analyst I
Job Location:
United States, Alpharetta, GA – United States, Dallas, TX – United States, El Paso, TX – United States, Florham Park, NJ – United States, Buena Park, CA
Contact: Eileen.Stieve@ADP.com   Jason.Kennedy@ADP.com

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.

Service Excellence is a core value at ADP. In our Small Business Services division, we are committed to providing accurate, convenient, risk-free payroll, tax processing and integrated business solutions for small businesses across the US. Did you know that over 95% of our small business clients are not only satisfied with ADP’s services but would recommend ADP to someone else? How would that kind of success impact your career?

The Workforce Analyst is responsible for scheduling all associates and activities based on the forecast to support both the associate and client experiences. This includes ensuring that all client channels are staffed for appropriate service levels while supporting back office requirements and associate development activities. This balancing act is required over 90% of the time since required resources will typically exceed actual resources based on all priorities.

  • When required resources exceed actual resources, 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 in the region. In essence, the Scheduling Analyst is considered the “face” of the Workforce Management to all the Regions.

Qualifications

  • 2+ year’s workforce experience and 2+ years ADP experience
  • Proven workforce management experience and strong knowledge of call center operations
  • Proven experience working with WFM applications Genesys (preferred), IEX, Aspect, Verint, Pipkins
  • Solid understanding of call routing strategies (CentreVu, Meridian, etc..)

Skills & Abilities:

  • Strong computer skills that include proficiency in Excel, Word, Access, PowerPoint are preferred
  • Exceptional analytical skills in a previous call center
  • 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
  • Strong ability towards conflict resolution
  • Excellent organization, time management and multi-tasking skills
  • Strong computer skills that include proficiency in Excel, Word, Access, PowerPoint are preferred

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; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.