MAS India SVC South Core Payroll PV 171672 - Internal
MAS Payroll is looking to hire Subject Matter Experts(Service Support Specialists) who are passionate to build knowledgeable teams and contribute to the success of ADP.
Job responsibilities
Responsible for providing subject matter support to MAS Service Associates
Real time floor support for process and product queries
Take over complex calls/chats following the defined escalation parameters
Serve as liaison to US/Regional SSS community
Follow through on dispatch/transfer cases
Provide trending analysis on dissatisfied returns, top call driver, and product knowledge
Partner with call mentors on training needs analysis
Assist New Hire Training and Nesting
Conduct Booster sessions based on trends
Facilitate Process Development Assessments
Sharing ideas, information, and call process/product strategy across multi-level tenure of baseline associates assuring accuracy and quality of all client interactions
Work with the BPI team/associates and leaders on process improvements/ projects.
Eligibility Criteria
Should have been part of ADP for at least 12 months
Should not have been under any PIP or corrective action plan over the last 12 months
Should have been a strong and consistent performer with proven results on quality and TNPS scores
Excellent knowledge of Workforce Now and US payroll is a must.
Desired Skills
Proven proficiency in prioritizing critical client issues and managing workflow.
Very effective verbal and written communication skills required
Very good interpersonal skills
Should be highly focused on delivering best in class Client Experience
Should be focused on BPI initiatives and able to contribute to teams Digital Transformation Initiatives
Excellent Analytical and Logical Reasoning
Good team player
Open to work in US Shifts
Shift:Service( 05:30 PM - 02:30 AM)
Skill:Voice Payroll
JobCode:Voice Operations
Grade/Level:G2L2
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