ADP is hiring a Workforce Planning Coordinator IIAt 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.POSITION SUMMARY:Responsible for scheduling all associates and activities based on the forecast to support both the associate and client experiences. This includes ensuring that all client channels are staffed for appropriate service levels while supporting back office requirements and associate development activities. This balancing act is required over 90% of the time since required resources will typically exceed actual resources based on all priorities. When required resources exceed actual resources, 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 in the region. In essence, the Scheduling Analyst is considered the "face" of the Workforce Management to all the Regions.RESPONSIBILITIES:
Monitors Genesys Webpulse and Virtual Hold Technologies to access Real Time Performance on an interval and daily level.
Responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan.
Must be aware of region goals, trends and past performance in order to determine when to engage backup plans.
Prepares associate schedule options based on forecasts supporting all client channels, back office requirements while balancing client & associate experience strategies and region requirements.
Coordinates associates schedule change requests and scheduling of time off.
Develop multiple schedule options when required resources to support target KPIs exceed actual staff (occurs 90% of the time). Schedule options must balance the associate & client experience, back office and region requirements. A strong recommendation should be provided to the region on which option balances all needs the best.
Partner with various Business Units, Project Teams, Training, etc. to schedule mid & short term training and associate coaching to ensure the MAS' commitment towards quality.
Conducts daily/weekly/monthly meetings focused on reviewing schedule, KPI results, etc. throughout all of MAS.
Review the current process of scheduling and uncovers the potential opportunities of improved efficiency, that includes schedule rotations, operation hours and staffing of agents.
Utilizes workforce management scheduling software in developing weekly staffing optimization for all business and appropriate type of contacts (inbound/outbound calls, faxes, emails, chat).
Ensures that the exception entries are accurate and consistent, maintain consistent and accurate shrinkage reports.
Produce and analyze variances between forecasted demand and resource availability to establish the accuracy by which the demand is being forecasted and the resource being allocated.
Ensures that, where appropriate, lessons are learnt to ensure the development of the workforce planning/scheduling process and tools. This will include the collation and management of feedback to and from staff within multiple sites.
Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/lunches, etc
Assist in the production of performance management data, scorecards, dashboards.
Develops optimal agent schedules at multiple sites to meet call center established goals.
Tracks, monitors and analyzes employee adherence to assigned schedule; provides supervisory staff with appropriate feedback.
Maintains events calendar on behalf of Region (meetings, trainings, 1:1 sessions, etc) and ensure that impacts to business are captured, analyzed and recommendations on staffing supporting the associate experience are delivered in a timely manner.
Qualifications Preferred:
Bachelor’s Degree, Major Area of Concentration: Math, Business, Statistics, Technology or related
Some college courses/specialized secretarial training
Excellent communication skills both verbal and written
Superb organization skills
Strong knowledge of Microsoft Office (Word, Excel, PowerPoint) with experience producing high quality reports, presentations and other documents
Proven ability to work effectively both independently and in a team-based environment
Ability to handle confidential matters
Substantial knowledge of the department's operation and company procedures
Proven ability in assembling, compiling, analyzing and summarizing data
Ability to work independently on projects and anticipate and address issues in the supervisor's absence
Capable of independent and innovative thinking, with proven decision-making skills
Experience working with senior management
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.
Full-time