MAS WFM Operations Analyst
ADP
Makati, Manila, PHL
17h ago

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 Major Accounts 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.

Technology at ADP. It's 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's possible in our industry.

The MAS WFM Representative 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.

  • Responsible 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.

  • Ability 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.

  • Able 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.

  • Performance will be evaluated by the Call Mentor using SiS
  • 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.

    REQUIREMENTS

  • Fresh Graduates are highly encouraged to apply.
  • Candidate must possess at least High School Diploma, Vocational Diploma / Short Court Coursed Certificate, Bachelor's Degree, any field
  • At least 6 months to 1 year BPO / Shared Services experience, general office, customer service and / or data entry experience.
  • Above average verbal and written communications skills, analytical and problem solving skills.
  • Preferably with experience in using MS Office applications
  • Proven experience using the telephone in a high volume environment.
  • Basic knowledge of math, ability to work with numbers.
  • Technical knowledge of Microsoft O / S and internet browsers, MCDST, A+ certification is a plus.
  • Extensive experience in the use of Excel and Macros.
  • Extensive skills in analyzing spreadsheets.
  • Understanding of Single Sign On Technology.
  • Familiar with Windows XP / Windows 7 Professional.
  • Windows based network configuration protocols, mapping drives, and installing software.
  • Familiarity with Remote software, understanding of Windows Explorer, and copy and paste files.
  • Use of Microsoft and other back office tools such as Outlook and Word.
  • Excellent customer service and oral / written communication is a must.
  • Proficient in call handling and provide professional end user support via telephone.
  • Work effectively in a team environment.
  • Ability to research and solve end user questioning.
  • Ability to work under pressure is a must.
  • Ability to consistently deliver quality service under the pressures of volume variances in inbound calls, length of calls, and escalations.
  • Ability to be multi-tasked, work in a fast paced team and meet deadlines.
  • Responds promptly and professionally
  • Willingness to take ownership and continuously improve.
  • COMPETENCIES

  • Delivering world-class service and satisfaction to all clients - internal, external, diverse and emerging.
  • Ability to understand client expectations and provide excellent service to fulfill client expectations.
  • Solving day-to-day problems that align with ADP's mission, vision, and values.
  • Shares ideas and information across multiple audiences to drive the business need.
  • Acting in ways that help deliver results in a fast-pace and diverse environment.
  • Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
  • Holding self and others to the highest personal and professional standards.
  • Achieve satisfactory level technical and professional skills in a changing environment.
  • Ability to analyze client issues to determine if resolution can be found on initial call or if second level of support is required.
  • Supports and installs upgrades and assists in all technical problems (, security, etc.) for the ADP supported products.
  • Effectively troubleshoots, replicates, and develops workarounds for client issues.
  • Documents and communicates the results to the client and / or Corporate Development.
  • Maintains appropriate records of client contact through the CRM system.
  • Uses Knowledge Management database to locate solutions to issues.
  • Ensures case notes thoroughly detail the problem / resolution, are comprehensive of the issue and are professional.
  • 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.

    Explore our COVID-19 page https : / / to understand how ADP is approaching safety, travel, the hiring interview process, and more.

    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 https : / / to learn more about ADP’s culture and our full set of values.

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