What are the responsibilities and job description for the Junior Workforce Analyst position at ADP Workforce Now?
This position is responsible for insuring goals are met through intra-day management of shifts, skills and changes to plan. Additionally, this position manages schedules for the call center and affiliate teams to properly anticipate needs.
Core Duties and Responsibilities:
- Analyzes call volume patterns to manage work shifts, lunches and breaks
- Maintains communication channels regarding events that impact call volume
- Reacts to fluctuations in intra-day performance based on established procedures and alerts leadership of any unusual conditions
- Responsible for intra-day adjustments to schedules and resource allocation to minimize impact of daily operational activities and events
- Provides intra-day updates
- Tracks operational teams’ training, meetings and other off-phone activity on a daily basis making necessary schedule adjustments
- Acts as tier 1 triage for IT/phone related issues by coordinating with the appropriate groups and acting as escalation point through resolution
- Participates in weekly operational meetings and makes recommendations for workflow improvements based on identified trends
- Edits ADP timecards, completes associated help desk tickets, enters PTO as needed, and completes end-of-pay-period tasks
- Monitors schedule compliance and schedule efficiency; to include real-time monitoring of break and lunch schedules, tardiness, and/or early departures
- Provides recommendations to the Workforce Manager to ensure productivity goals, performance standards and service levels are met
- 2 onsite days per week is an essential function of this position
- Additional duties as needed
Position Requirements:
- 6 months of Workforce experience in a call center setting preferred
- Intermediate knowledge of workforce management software preferred
- Strong analytical, problem solving and decision-making skills
- Ability to effectively prioritize
- Strong communication and interpersonal skills