21 days old

MAS TLM Operations Analyst - 183002

Manila, CO 80102
  • Job Code
\u003Cp\u003E\u003Cstrong\u003EAt ADP we are driven by your success.\u003C/strong\u003E 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. \u003C/p\u003E \u003Cp\u003E\u003Cstrong\u003ETechnology at ADP. \u003C/strong\u003EIt\u0027s 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\u0027s possible in our industry. \u003C/p\u003E \u003Cp\u003EThe \u003Cstrong\u003ECanada\u003C/strong\u003E \u003Cstrong\u003EMAS Time Labor Management Representative\u003C/strong\u003E provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all ADP supported applications or products. Support the end users, including installation, upgrades, maintenance, troubleshooting and diagnostics to determine solutions and alternatives. Stays current with emerging technology and trends in order to provide technical support for product roll-outs and/or existing offerings. \u003C/p\u003E \u003Cul\u003E \u003Cli\u003EResponsible for the extent of time spent on the phone including hold time and after call work time. Being able to meet the necessary metrics as follows: AHT of 14 minutes or lower is considered good. AHT of 16 minutes to 14 minutes are acceptable, but will be monitored to gauge Associate improvement. \u003C/li\u003E \u003Cli\u003EAbility to meet the % of cases closed by the representative receiving the call as measured by the eAccess system. Good performance is 88% or higher. Performance of 82% to 87%, while acceptable is monitored for improvement. \u003C/li\u003E \u003Cli\u003EAble to follow and meet expectation on the schedule given as well as proper utilization of their time. Performance of 90% is good. Adherence of 85% to 89% is acceptable, but will be monitored for improvement. \u003C/li\u003E \u003Cli\u003EPerformance will be evaluated by the Call Mentor using SiS\u003Csup\u003ETM\u003C/sup\u003E and ICH. Associates are expected to score passing mark on quality, to wit: 92% or higher is considered good, score of 88% to 91% are acceptable. Associate calls will be monitored to gauge performance improvement.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EREQUIREMENTS\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003E Fresh Graduates are highly encouraged to apply.\u003C/li\u003E \u003Cli\u003E Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor\u0027s Degree, any field\u003C/li\u003E \u003Cli\u003E At least 6 months to 1 year KPO/Shared Services experience, general office, customer service and/or data entry experience.\u003C/li\u003E \u003Cli\u003E Above average verbal and written communications skills, analytical and problem solving skills.\u003C/li\u003E \u003Cli\u003E Preferably with experience in using MS Office applications\u003C/li\u003E \u003Cli\u003E Proven experience using the telephone in a high volume environment.\u003C/li\u003E \u003Cli\u003E Basic knowledge of math, ability to work with numbers.\u003C/li\u003E \u003Cli\u003E MCP or MCDST preferable. \u003C/li\u003E \u003Cli\u003E Technical knowledge of Microsoft O/S and internet browsers, MCDST, A\u002B certification is a plus. \u003C/li\u003E \u003Cli\u003E Extensive experience in the use of Excel and Macros. \u003C/li\u003E \u003Cli\u003E Extensive skills in analyzing spreadsheets. \u003C/li\u003E \u003Cli\u003E Understanding of Single Sign On Technology. \u003C/li\u003E \u003Cli\u003E Familiar with Windows XP/Windows 7 Professional. \u003C/li\u003E \u003Cli\u003E Windows based network configuration protocols, mapping drives, and installing software. \u003C/li\u003E \u003Cli\u003E Familiarity with Remote software, understanding of Windows Explorer, and copy and paste files. \u003C/li\u003E \u003Cli\u003E Proficient in call handling and provide professional end user support via telephone. \u003C/li\u003E \u003Cli\u003E Work effectively in a team environment. \u003C/li\u003E \u003Cli\u003E Ability to research and solve end user questioning. \u003C/li\u003E \u003Cli\u003E Ability to work under pressure is a must. \u003C/li\u003E \u003Cli\u003E Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, and escalations. \u003C/li\u003E \u003C/ul\u003E \u003Cul\u003E \u003Cli\u003EAbility to be multi-tasked, work in a fast paced team and meet deadlines. \u003C/li\u003E \u003Cli\u003EResponds promptly and professionally \u003C/li\u003E \u003Cli\u003EWillingness to take ownership and continuously improve.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003ECOMPETENCIES \u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli\u003EDelivering world-class service and satisfaction to all clients - internal, external, diverse and emerging. \u003C/li\u003E \u003Cli\u003EAbility to understand client expectations and provide excellent service to fulfill client expectations. \u003C/li\u003E \u003Cli\u003ESolving day-to-day problems that align with ADP\u0027s mission, vision, and values. \u003C/li\u003E \u003Cli\u003EShares ideas and information across multiple audiences to drive the business need. \u003C/li\u003E \u003Cli\u003EActing in ways that help deliver results in a fast-pace and diverse environment. \u003C/li\u003E \u003Cli\u003ECollaborating effectively with colleagues and clients to achieve and surpass shared goals. \u003C/li\u003E \u003Cli\u003EHolding self and others to the highest personal and professional standards. \u003C/li\u003E \u003Cli\u003EAchieve satisfactory level technical and professional skills in a changing environment. \u003C/li\u003E \u003Cli\u003EAbility to analyze client issues to determine if resolution can be found on initial call or if second level of support is required. \u003C/li\u003E \u003Cli\u003ESupports and installs upgrades and assists in all technical problems (i.e. performance, security, etc.) for the ADP supported products. \u003C/li\u003E \u003Cli\u003EEffectively troubleshoots, replicates, and develops workarounds for client issues. \u003C/li\u003E \u003Cli\u003EDocuments and communicates the results to the client and/or Corporate Development. \u003C/li\u003E \u003Cli\u003EMaintains appropriate records of client contact through the CRM system. \u003C/li\u003E \u003Cli\u003EUses Knowledge Management database to locate solutions to issues. \u003C/li\u003E \u003Cli\u003EEnsures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EAbout ADP: \u003C/u\u003E\u003C/strong\u003EWe power organizations with insightful solutions that drive business success. Consistently named one of the \u0026quot;Most Admired Companies\u0026quot; by \u003Cem\u003EFORTUNE\u003C/em\u003E\u0026reg; Magazine, and recognized by \u003Cem\u003EForbes\u003C/em\u003E\u0026reg; as one of \u0026quot;The World\u0027s Most Innovative Companies,\u0026quot; ADP has over a half-million clients around the globe and 60\u002B years of experience as a world-wide leader of business outsourcing solutions. \u003C/p\u003E \u003Cp style=\u0022text-align: center;\u0022\u003E\u003Cstrong\u003E\u003Cem\u003EADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.\u003C/em\u003E\u003C/strong\u003E\u003C/p\u003E \u003Cp\u003E\u0026nbsp;\u003C/p\u003E \u003CP\u003E\u003C/P\u003E \u003CP\u003EWe\u0027re designing a better way to work, so you can achieve what you\u0027re working for. Consistently named one of the \u0027Most Admired Companies\u0027 by FORTUNE\u00AE Magazine, and recognized by DiversityInc\u00AE as one of the \u0027Top 50 Companies for Diversity,\u0027 ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. \u0022Always Designing for People\u0022 means we\u0027re creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.\u003C/P\u003E \u003CP\u003EAt 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.\u003C/P\u003E


Posted: 2019-10-25 Expires: 2019-12-12

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MAS TLM Operations Analyst - 183002

Manila, CO 80102

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