Workforce Planning Coordinator I

Position Description
Unlock Your Career Potential: Support at ADP. Every day, thousands of organizations around the world rely on ADP. As a worldwide leader in business outsourcing solutions with 60+ years of experience and over half a million customers, our products and services enable companies large and small to do business. As part of ADP's support team, you play a shared role in our success -- you'll work alongside a team of talented and highly motivated individuals at one of the most innovative companies in the world. Here, you'll find the tools and flexibility you need to create your own path, supported by comprehensive training and support to improve your skills and knowledge.
ADP is hiring a Workforce Planning Coordinator. In this position, you'll couple your positive attitude, superb organizational skills and deep understanding of ADP to ensure smooth functioning of activities and processes across select areas of our business.
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.
RESPONSIBILITIES:
Manages service center productivity and goals by effectively balancing call volumes and resources among the client service organization. Assists with scheduling (i.e., vacation, overtime, training, etc.) for the HRO service teams. Administers all exceptions to the schedule. Analyzes and tracks call volumes. Makes recommendations to assist in achieving service level objectives and makes decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team. Notifies the Workforce Manager when scheduling issues need to be addressed.

• Updates daily exceptions to the shift schedules in a real time mode into the scheduling system, inclusive of sick and unscheduled time off, tardies and other necessary exceptions during the business day as directed by management. Monitors the absence notifications and makes updates as necessary.
• Continuously monitors incoming call volumes via Genesys and WebPulse. Tracks Real Time adherence. Closely monitors all offline activities (ie. ACW, AUX and time logged off) to determine an associate's availability. Reports the information to the Workforce Manager, Client Service Manager and/or the Technical Support Specialists as necessary.
• Ensures target occupancy levels are hit where there are vendor billing implications.
• Prepares various reports (ie adherence, daily operating reports, call etc.) for the management team according to scheduled timeframes to assist them with the daily and future achievement service level objectives.
• Manages multi-location/virtual service center productivity goals by effectively balancing call volume and resources among the client service organization. Coordinates all scheduling for all Client Services functions. Generates shift schedules, as directed by the Workforce Manager, on a weekly basis which includes vacation, training, meetings, overtime, etc.
• Reviews historical trend data to determine the level of daily call activity. May assist Workforce Manager with forecasting future plans for the calendar year or specifically for year-end based on anticipated call volume increases. Provides reports as requested.
• Process e-mail requests.

Software knowledge: MS Office, Workforce Management software, Webex
QUALIFICATIONS REQUIRED:

• High School diploma or equivalent education/experience
• 1-2 years of administrative support experience in a similar environment or call center experience
• Proven ability to multi-task in fast paced environment
• Superb communications skills (verbal and written)

Preference will be given to candidates who have the following:

• Some college courses/specialized secretarial training
• Comfortable presenting information to Senior Leaders
• 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

Explore our COVID-19 page https://jobs.adp.com/covid19/ 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://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.