Sr Time Specialist Torino

Sr Time Specialist
Torino
Piemonte, Torino

Social network you want to login/join with: Rapidly resolving client queries in response to phone calls, CRM, and emails Continuously improving process and service To solve complex client queries, issues, and requests on T&A ADP applications and deliver all other related services accurately and on time.

KEY RESPONSIBILITIES: To ensure delivery of excellent service through:

Resolving client queries, issues, and requests to client satisfaction within agreed service levels Identifying and implementing service, process, and product improvements Managing CRM and email case loads whilst being available to answer client phone queries Managing client expectations with regard to case resolution timescales Ensuring that product knowledge is kept up to date Guaranteeing full collaboration and team working with the rest of the Time Team and with his/her Team Leader KEY DUTIES/TASKS: Communicate with clients to ensure full and joint understanding of the query, issue, or request; to keep the client updated on progress and ensure resolution fully meets their needs.

Resolving CRM, phone, and email client queries, issues, and requests in relation to ADP's applications to client satisfaction and meeting quality and delivery targets Escalating client queries, issues, and requests that cannot be resolved to 2nd line after full investigation Use the relevant systems (such as CRM) to log, update, and track client requests.

Take accountability for the successful resolution of client queries, issues, and requests within the agreed timeframe and to the right standard Contribute to root cause analysis and collaborate in implementing solutions to prevent reoccurrence of client queries, issues, and requests Actively manage own knowledge and skills to meet task productivity and quality standards Work in collaboration with Payroll Departments to guarantee the respect of the data quality provided and the service delivery on time.

Process client data in line with departmental processes & procedures Identify service, process, and product improvements Maintain knowledge of current ADP products and services Coach new/junior colleagues to gain product and process knowledge SUPERVISORY RESPONSIBILITIES: Will be expected to work under own initiative for day-to-day tasks in line with overall management guidance.

Reports to the Time Manager and has no direct supervisory responsibilities but will be expected to manage project resources.

SKILLS AND KNOWLEDGE: Knowledge required: Microsoft Office Knowledge of Time & Attendance legislation Knowledge of payroll legislation appreciated Skills required: Data importing, extraction, and report writing skills Client (internal and external) relationship ability Excellent knowledge of the T&A ADP tools and their parametrization rules; good knowledge of the formulas.

Ability to analyze root cause of issues for clients and translate into non-technical language Ability to organize a large volume of concurrent work to achieve productivity targets Ability to remain calm under pressure and deliver consistent and high-quality service to clients Able to flex communication style based on setting and purpose Analytical approach to problem-solving and decision-making.

Able to quickly assimilate and retain new information Effective team player who can contribute to team culture Prone to demonstrate the competencies as detailed in the Leadership Expectations for Individual Contributors Flexible and responsive to change Business Leadership: Creates and articulates a vision and inspires others to action.

(Strategy and Planning - Results Accountability) People Leadership: Focuses on impactful communication and relationship building to develop internal and external relationships required for success.

Market Leadership: Drives a performance-based culture that engages associates to achieve excellence (Client focus - Outside in Perspective – Bias for growth).

EDUCATION AND EXPERIENCE: Economic Studies (desirable) Knowledge of major CCNL Experience of working with a CRM tool Good communicator both verbally and in writing Aptitude in managing Client Relationships Minimum of 4 years' experience working in a bureau environment (HR department or CDL) #J-18808-Ljbffr