Consumer Insights Analyst at ADP in Florham Park, New Jersey

Job Description:

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.