Service Coach - Payroll

Company: ADP
Location: Augusta
Posted on: June 24, 2022

Job Description:

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.





The Service Coach - Payroll assist our associates and team leads by enhancing their strengths and improving their job skills. The position drives the service training and provides feedback to the management staff as needed. This position serves as a mentor, eager to support the practical application of our products, tools and skill knowledge with a focus on client service and reducing the amount of time it takes to get associates productive on the job. The Service Coach will mentor associates in the practical application of product, tools and skill knowledge with a focus on reducing the amount of time it takes to get associates productive on the job. The position is accountable for assuring knowledge transfer has occurred through the use of practical and application activities.





RESPONSIBILITIES:



Conducts a bi-annual training needs assessment to determine associate-training deficiencies. Analyzes the results and delivers/coordinates the delivery of additional training as required

Provides individual job specific mentoring to the associates in the areas of product, call metrics management, service techniques and interpersonal skills.

Delivers consistent coaching to support ongoing improvement aligned to company culture.

Develops feedback finding to develop and deliver appropriate coaching plans that support improvement in client satisfaction.

Proactively identify knowledge gaps following the implementation of any major changes.

Work with associates to ensure full adherence to process and policy at all times

Act as role model for the associates in relation to client services and teamwork.

Work collaboratively with other Mentor/Coaches to share learnings and best practices.

Assists with the development of the education materials and classes. Provides subject matter expertise to instructional development team.

Analyze data and metrics, such as open case reports, call mentor scores and coaching, TNPS, etc. to support in the associate development.

Assists and reinforces the proper use of resources and tools such as HENRY, the mainframe and other productivity tools.

Performs other related duties as assigned.



QUALIFICATIONS REQUIRED:



Bachelor's Degree or equivalent in education and experience. Major or Area of Concentration: Adult Education, Human Resources, Business Administration or Information Services.

At least two years successful performance as a trainer or consultant.

Seasoned in service, organization and communication skills.

Keywords: ADP, Augusta , Service Coach - Payroll, Human Resources , Augusta, Georgia