Service Coach - Payroll
Posted on: June 24, 2022
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
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
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
Conducts a bi-annual training needs assessment to determine
associate-training deficiencies. Analyzes the results and
delivers/coordinates the delivery of additional training as
Provides individual job specific mentoring to the associates in the
areas of product, call metrics management, service techniques and
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
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
Analyze data and metrics, such as open case reports, call mentor
scores and coaching, TNPS, etc. to support in the associate
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.
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
Seasoned in service, organization and communication skills.
Keywords: ADP, Augusta , Service Coach - Payroll, Human Resources , Augusta, Georgia
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