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.

Progression in the job family responsibilities include collaborating with Field Leadership and other stakeholders to identify business improvement needs. Ensuring timely, successful completion of projects by effectively managing relationships with regions and SBS senior leadership. Providing continual communication and coordination of functional activities with leadership and other regional departments. Responsible for analyzing and identifying metrics that impact the field as well as making recommendations for improvements. Monitors key metrics to address improving one or more key areas.

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.

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:

• 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 QUALIFCATIONS:

• 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.

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN:

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.

• Belong by joining one of our Business Resource Groups where you can connect globally with networks and allies who share common interests and experiences.

• Grow your career in an agile, dynamic environment with plenty of opportunities to progress.

• Continuously learn through ongoing training, development, and mentorship opportunities.

• Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.

• Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.

• Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.

• Get paid to pay it forward. Company-paid time off for volunteering for causes you care about.

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.