Workforce Management Real Time Analyst (WFM RTA) Summary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Identifies real time call volume interruptions and system outages that impact contact center performance. Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

Skills and Qualifications: Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya, Symposium, Genesys and Gen Cloud an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience is required

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition

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.