ADP is hiring a Business Insights Analyst . In this position you will collaborate with field leadership and other key stakeholders to identify areas of business improvements. Takes a targeted evaluation approach to document and deliver insights geared towards driving action and improvements at the associate, region and SBS level. Analyzes data for, reports on, and proposes solutions regarding trends impacting the overall client experience.
Utilizes effective communication skills to serve as liaisons between and among field and group staff in order to gather, document and analyze business requirements, participate in the development of project plans and execute completion of projects. Gains commitment, alignment and engagement in the business strategy. Provides the framework and strategy for a quality client experience.
RESPONSIBILITIES:
- Uses targeted evaluation approach to provide insights that drive action and solve business improvement needs.
- Regularly evaluate and score assigned associates' client interactions (phone, email, and web chat), utilizing the appropriate technology (e.g., NICE), systems (e.g., IEX, CMS, Clarify) and targeted evaluation forms.
- Evaluate client interactions against Service Excellence (Quality 1st Service, NPS, etc.) service delivery standards and measurements.
- Assess and report observed strengths and opportunities. Document all required evaluations, related comments and necessary support data (e.g., the interaction) within the NICE call recording system or other applicable system.
- Analyze trends at the team level and regularly provide insights on observed trends and their business impact along with insights and recommendations regarding root causes of observed trends. Report on business insights and innovation recommendations gained through observation of associate and client interactions.
- Stays abreast of system and service features, changes, enhancements and new products.
QUALIFICATIONS REQUIRED:
- 1 to 3 years' experience as a Client Service Representative or the equivalent in a call center environment.
PREFERRED QUALIFICATIONS:
- Experience in Tableau or Power BI
- Background in analyzing Consumer Insights
- Analytical Insights
A college degree is great but not required. What's more important is having the skills to do the job.
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.
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