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?
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.
Coaches and mentors associates in either one, two or three functional areas of the business by providing feedback on all facets of the client interaction including call handling, call management and all actions taken to assist the client to ensure a quality client experience by exceeding client expectations. Provides written and verbal feedback and suggestions for improvement to the associate and their manager. Appraises individual performance by utilizing call recording applications. Holds weekly coaching sessions with associates and managers. Monitors and inspects associates work for accuracy and timeliness. Monitors associate/client (internal/external) telephone and corresponding system interactions on multiple platforms by utilizing a call recording application. Evaluates calls to ensure that delivery of exceptional client service and effective application of Quality 1st call handling is being met, that information being communicated is accurate, and that client's needs are met or exceeded. The evaluation includes accuracy of what the associate does to answer the client's question and resolve their issue. Works with management team to calibrate and shape the definition of quality and the support, adherence, and consistent evaluation of the coaching model. Recommends methods and processes for tracking on-going service quality. Recognizes opportunities additional training by analyzing call trends. Supports the design of additional training by providing specific situations and issues encountered, to be used as situational learning examples. Creates activities and recognition programs to build continuous momentum surrounding the importance and utilization of the call handling strategy (i.e. recommendation, documentation, communication, rollout, tracking, etc.). Keeps up-to-date and proficient on all new product rollouts, as well as existing offerings included in the training curriculum. Provides training and mentoring to new and/or less tenured associates within the department. Mentors team members to provide outstanding service. Acts as a resource and point of escalation. Ensures that monthly reporting is completely timely and accurately. Able to troubleshoot systems issues.COMPETENCIES
Delivers world-class service and satisfaction to all clients - internal, external, diverse and emerging. Effectively mentors associates who work in various functional areas and who many sit in multiple office locations. Maintains focus to deliver results in a fast-pace and diverse environment. Motivates and manages exceptional team performance, making the most of associates' diverse strengths and skills. Collaborates with all internal resources at all levels to achieve shared goals and exceed expectations. Provides opportunities, guidance and feedback to help all associates continuously learn, discover process improvements and contribute to ADP's overall success. Reinforces our vision and strategy through words and actions to support ADP business goals. Using good judgment and risk assessment to make business decisions that keep the overall benefit to ADP in mind.REQUIREMENTS
Graduate of business discipline. 3 plus years in a customer service role or the equivalent in a call center environment using a call coaching strategy. Experience mentoring associates required. Excellent verbal and written communication skills. Strong PC navigation skills. Ability to work independently with limited supervision and to exercise effective judgment.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.
------------------------------------------------------------------------------------------
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, 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 https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.