23 days old

MNC TLM Solution Center Senior Analyst (Day-shift) - 185716

Manila, CO 80102
  • Job Code
    185716
\u003Cdiv\u003E \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 worldwide 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\u003E MNC TLM Solution Center Representative is\u003C/strong\u003E\u0026nbsp;the primary contact for a designated number of clients. Working in a team environment, the associate will receive calls or emails from clients asking questions or needing assistance. Typically, they will receive 7-8 calls/cases inbound per day, and the rest of the day they are actively working on the resolution of cases previously received and not closed. The Analyst will also be communicating with clients on outbound calls to give them the status of open cases or gather additional information to help troubleshoot an issue. \u003C/p\u003E \u003Cul\u003E \u003Cli\u003E On average, the Analyst can expect to be on inbound calls 25% of the day, outbound calls 25% of the day and active case working 50% of the day. Mondays and Tuesdays are generally the highest volumes of inbound calls as they are payroll processing days. \u003C/li\u003E \u003Cli\u003E The Analyst is expected to independently manage their workload to ensure that they are meeting case management timelines and communicating with On average, the SC Analyst can expect to be on inbound calls 25% of the day, outbound calls 25% of the day and active case working 50% of the day. Mondays and Tuesdays are generally the highest volumes of inbound calls as they are payroll processing days. \u003C/li\u003E \u003Cli\u003E The Analyst 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.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Case ownership resolution based on the established timeframe \u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Follows-up on open cases by working with peers and leads both in PHP and US\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Accuracy of case notes and data captured to provide a background of the case\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Performs other related duties as assigned.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003EREQUIREMENTS\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Bachelors degree in a related field or equivalent in education and experience\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Any of the following certifications would be desirable: A\u002B,\u0026nbsp;MCP, MCSE, HTML/XML, Crystal Reports, CPP, FPC, CCNA, etc.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Minimum of two years experience in client support for a technical software application, as a business analyst, consultant or practitioner in a relevant industry, or with software implementations required\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Work experience or certifications in customer service, business analysis, project management, networking, database usage, SQL desired but not required\u003C/li\u003E \u003Cli style=\u0022margin: 5.0pt 0.0in 5.0pt 0.5in;text-align: justify;vertical-align: baseline;\u0022\u003E Prior experience working with time and attendance (such as ezLabor and eTIME), payroll and/or human resource practices and systems is preferred\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Strong customer service skills\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Excellent oral and written communication skills\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Experience with escalation, logical troubleshooting, and problem resolution\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Ability to manage time and prioritize multiple client issues and projects effectively\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003EA consultative and collaborative approach\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003EA solid technical foundation is necessary to provide support of any standard business application. Able to communicate technical concepts and issues to a non-technical audience\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003ECOMPETENCIES\u003C/strong\u003E\u003C/p\u003E \u003Cul\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Delivering world-class service and satisfaction to all clients -- internal, external, diverse and emerging.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Solving day-to-day problems that are in line with ADP\u0027s mission, vision, and values.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Shares ideas and information across multiple audiences to drive the business need.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Acting in ways that help deliver results in a fast-paced and diverse environment.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Collaborating effectively with colleagues and clients to achieve and surpass shared goals.\u003C/li\u003E \u003Cli style=\u0022text-align: justify;\u0022\u003E Holding self and others to the highest personal and professional standards.\u003C/li\u003E \u003C/ul\u003E \u003Cp\u003E\u003Cstrong\u003E\u003Cu\u003EAbout ADP\u003C/u\u003E\u003C/strong\u003E\u003Cstrong\u003E: We power organizations with insightful solutions that drive business success\u003C/strong\u003E. 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 worldwide 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 \u003C/div\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

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Posted: 2019-11-14 Expires: 2019-12-14

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MNC TLM Solution Center Senior Analyst (Day-shift) - 185716

ADP
Manila, CO 80102

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