1+ months

Canada Proactive Outbound Calling OperationsAnalyst - 175646

Manila, CO 80102
  • Job Code

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.

Implementation at ADP. It's what makes a difference to our clients - over half a million worldwide and counting. With us, you can combine analytical and project management skills with the ability to simplify complex information - to help clients develop the skills and confidence to use our business management solutions with ease. You get to provide the expert training that makes our workforce solutions stand out in an increasingly competitive global marketplace.

The Canada Proactive Outbound Caling Representative maximizes client retention by acting as the liaison between our clients (whose knowledge level ranges from no payroll experience to payroll expertise) and the business segment. As a result of a proactive outreach (outbound call) performs all activities that support client retention through the following (not limited to) components -- Risk Assessment (based on dialogue), facilitate pricing changes or concessions, faciliate the resoultion of outstanding service related issues and survey follow up programs. Maximizes retention by working with the client and ADP associates and service management to resolve any issues that are within our control, and may affect the client's decision to stay with ADP. May also work with various other functional areas to facilitate the resolution/closure of client outstanding issues/concerns.

  • Drives activities that support client retention, revenue growth, and NPS quality metrics
  • Execute a targeted outbound campaign tailored to the various strategic channel partners for existing clients
  • Pro-actively calls all clients for identified loyalty campaigns. Based on information gathered, conducts research and utilizes resources to resolve any issues that the client is experiencing.
  • Facilitates the resolution process for any business at risk and client escalations by acting as a liaison between the client and the business segment (service leader) to resolve any outstanding issues; including pricing issues/questions.
  • Supports the resolution of client issues and concerns if needed and works closely with the business segment management, technical support, tax, sales and finance to assist in the resolution of issues and achieve client satisfaction.
  • Assesses call trends to identify opportunities and communicates those opportunities to leadership.
  • Ensures effective documentation of call outcomes to assist in the preparation of campaign reports which incorporate information such as business retention risk, bad phone numbers, contacts no longer there and new contact names, escalations, right party connects
  • Determines the components of the save process and involves necessary resources across ADP business units.
  • Coordinates and monitors tasks to ensure issues are resolved timely and accurately.
  • Coordinates, participates and reports on client outreach programs in support of loss reduction efforts.
  • Quality and efficient handling of all outbound retention calling campaigns



  • Fresh Graduates are highly encouraged to apply.
  • Candidate must possess at least High School Diploma, Vocational Diploma/Short Court Coursed Certificate, Bachelor's Degree, any field
  • At least 6 months to 1 year KPO/Shared Services experience, general office, customer service and/or data entry experience.
  • Above average verbal and written communications skills, analytical and problem-solving skills.
  • Preferably with experience in using MS Office applications
  • Proven experience using the telephone in a high volume environment.
  • Ability to read verbal cues in Canadians tonal changes, vague answers, enthusiasm, and frustration
  • Interpersonal skills and time management skills (highly preferred)


  • Strong communication, organizational and time management skills
  • Confident to work independently
  • Ability to analyze applications (data file layouts, file requirements/ specifications) and present resolution to technical and non-technical staff

About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.



We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.


Posted: 2019-05-06 Expires: 2019-07-05

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Canada Proactive Outbound Calling OperationsAnalyst - 175646

Manila, CO 80102

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