canada - workforce Management real time analystADP

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. Insightful expertise is a core value at ADP. In Small Business Services, it means that we build exceptional business solutions for our clients so they can focus on what matters most to them - growing their business. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.
Client support at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.
The Real Time Analyst is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends. The Workforce Coordinator must be aware of region goals, trends and past performance in order to determine when to engage backup plans to address anomalies. Deploying backup plans must be done at the appropriate time, not too early and not too late, in order to support both the associate and client experiences. Once schedules are released from the centralized teams, changes may be required in the short term due to unplanned events (defined as less than 30 days). When required resources exceed actual, 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 of management in the region.
Process Improvement
Ability to provide improvement to existing processes
Ability to enhance existing processes to gain efficiency
Ability to execute innovation efforts requested by clients
Involvement in the improvement of programs assigned to RTA.
Includes creation of templates and/or documentation of processes
Accuracy of Reports and Deliverables
Ability to produce accurate and precise reports or any other requested data
Ability to maintain reports and database with the most current and updated data
Timelines of Delivery
Ability to adhere in delivering all assigned reports, ad hoc requests, and other necessary tasks in a timely manner or as agreed upon request
REQUIREMENTS
Must have at least two years of workforce management experience or equivalent with at least 1 year of call center experience
Proven workforce management experience and strong knowledge of call center operations
Proven experience working with WFM applications IEX (preferred), Aspect, Verint, Pipkins, Genesys, preferred
Proficient in MS Word, Excel, PowerPoint
Strong analytical skills
Self-motivated and must excel in minimally managed position high profile position
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
Excellent organization, time management and multi-tasking skills
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. ADP believes that diversity leads to strength.
Canada - Workforce Management Real Time Analyst (Listed)
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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.
ADP

Manila City, Metro Manila Makati City, Metro Manila
Permanent
Full-time