1+ months

Reports Analyst / Workforce Management - 181223

Alpharetta, GA 30009
  • Job Code

ADP is hiring a Reports Analyst. Reports Analyst is responsible for developing reports for the business unit based upon requests coming from Executive VP, Division VP, GMs, CREs, Finance, call mentors, field and headquarters staff. The Reports Analyst participates as a key contributor in the development of new reports, custom reports and modifying existing reports for management. Focused on Quality 1st, First Call Resolution and the Voice of the Client and all projects require revamping the data from operational to client-centric. Effective communication skills are required since this position works closely with all levels of management including senior level executives and business partners. Flexibility and reprioritization is required regularly and the ability to manage expectations of all levels of management is a critical component of this position.

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.


  • Critical understanding of the SBS (Small Business Services) business is required to analyze the data and provide recommendations or highlight areas of opportunity.
  • Compiles and prepares accurate reports for call metrics and volume on a daily, weekly, monthly and YTD basis.
  • Maintains skill inventory.
  • Conducts special studies and prepares/develops new reports as requested.
  • Responsible for developing streamlined tracking and data consolidation from multiple data sources into one document.
  • Supports senior executives and regional management with preparation of data for presentations and reports.
  • Create concepts for new Intelligent Routing reports which will track metrics to validate success of a critical project.
  • These reports will be used to help identify staffing needs, ensuring that requirements are being met and project objectives are on schedule.
  • Participates in critical project meetings as requested by project team members or self-identified.
  • Responsible for working with Sr. Leadership and Finance during the fiscal planning process to ensure that planned FTE headcount supports the Associate and Client Experience goals of SBS.
  • Provide analytical support on attrition, at-risk associates, and staffing needs by segment and role.    
  • Exercise consultation functions in analyzing performance trends with minimal exceptions on suggesting effective courses of action to address gaps. You will communicate regularly with leadership and various groups regarding the status of routine and non-routine deliverables, and assume a major role in the planning and development to ensure a smooth implementation and completion of tasks.
  • Maintain master data files relating to associate phone credentials, skilling, client information, and team assignment. Analyze date and offer recommendations on processes and procedures for CSTS. Identify service level risks and provide resolution and workflows.
  • Conducts analysis on historical data to determine multi-interaction volume shifts/trends (growth, client interaction trends, product migration impacts, service enhancements, 24x7, etc.) impacting staffing/capacity levels on a mid and long-term basis.


  • High school Diploma or GED
  • 3 - 5 Years Directly Related Experience
  • Effective written and oral presentation skills are required.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

  • Bachelor's Degree in Business Administration, Business Analytics, Mathematics, Finance, Accounting, Economics, Marketing or Computer Science
  • Executive quality data presentation which clearly and concisely provides visuals of results to allow critical business decisions to be made.
  • Innate ability to display the data differently based on the needs of the audience. 
  • Broad knowledge of all functions in the regions and SBS products including service procedures, operating systems and support tools.
  • Advanced Microsoft Excel experience including database functions, complex formulas and advanced functionalities.
  • Experience with Access Database and Hyperion/Essbase preferred.
  • Experience with Genesys, Alteryx and/or Tableau preferred.
  • Experience working in a solutions center or call center preferred.
  • Self motivation and ability to work with minimal supervision.
  • Able to work with some ambiguity because some groups are brand new, so not everything is black and white.

Please check your email for an invitation to schedule a phone screening if you are selected for further consideration.

(Please ensure your email is set to accept emails from ADP or check your Spam folders for emails from ADP - Career Opportunities)

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.


Posted: 2019-08-23 Expires: 2019-11-13

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Reports Analyst / Workforce Management - 181223

Alpharetta, GA 30009

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