Conduent Jobs

About Conduent:

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description:

Job Description

Purpose of the position:

WFM ensures vital contribution in realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WFM Business Partner is the First Point of Contact and responsible for WFM in one or more clients/accounts. WFM Business Partner focus on adding value by:

✓ Managing Communication Lines and assure meeting structures (Planner, Traffic/RTA, Operations)

✓ Secure Organizational Structure, Process and Standard Operational Procedures

✓ Assure Quality Control

✓ Secure COPC and Conduent Standard Approach alignment

✓ Giving advice to Operational Management and endorsing Continues Improvement

Key task & result areas:

(Human side, in case of direct reports) Responsible for job performance and development of each team member:

✓ Establishing which capabilities are required and into which level individual team members have the potential to fulfil these requirements

✓ Monitoring the implementation of work activities of individual team members, qualitatively and quantitatively

✓ Training new team members in terms of general skills, review training progress of team members and assure skill verification takes place

✓ Periodically reviewing personal development by mutual discussion and recording of personal development

✓ Coaching/motivating team members to enable them to fulfil requirements, qualitatively and quantitatively

✓ Having regular team meetings and organizing team building activities

✓ Attending and participating in planning consultation between WFM and Client Team regarding planning

✓ Attending and carrying out screening tests, pre-hire tests, job interviews etc.

(Product side) Development and continuous improvement of services delivered by WFM in favor of the Operations, in such a way that optimum quantitative results are achieved and in line with WFM statement of direction:

✓ Developing, optimizing and safeguarding the structure, systems, instruments and procedures in relation to WFM at Account level

✓ Takes responsibility for WFM delivery and quality on an account level of a medium sized program or few small programs.

✓ Continuous planning improvement aiming for a more efficient and effective schedule

✓ Determine conditions and targets of WFM

✓ Managing expectations of internal customer (Account)

✓ Increasing satisfaction level of internal customer (Account)

✓ Highlighting alterations in company regulations regarding planning and schedules and consulting HR department

✓ Deploying and safeguarding implementation WFM in accordance with COPC and Conduent standard way of working

✓ Where relevant: interface with external client regarding WFM performance and Forecast/Capacity Management or other WFM related topics

Also preparing new projects allocated to the Account, in regard to the required and available capacities (staff numbers and workspace), in such a way that a timely and qualitatively informed implementation can be realized:

✓ Evaluating required and available capacity (people and work space), pointing out discrepancies and working out consequences at the Account level

✓ Consulting with Operations and General Manager about assigning projects in existing teams, setting up new CSR teams etc. and considering availability and level of experience of CSR staff.

(Implementation) In charge of ensuring a successful WFM Planning and WFM Intraday Management implementation:

✓ Safeguarding and encouraging communication amongst staff, based on communication lines, meeting structure and requirements to the organization of the account

✓ Quality control of delivered WFM products and processes

✓ Making available, in time, the weekly schedule for all Accounts and complete CSR staff

✓ Organizing and allocating of work and tasks, together with SPC WFM Supervisors for Planners, Schedulers and Traffic staff

✓ Evaluating and implementing restoring measures * Increasing satisfaction level of stakeholders (OM/GM, DM/OPS Manager, TL/Supervisor, CSR, and WFM staff)

✓ Achieving set targets / WFM targets

✓ In charge of troubleshooting and problem solving

✓ Dealing with complaints and dissatisfaction regarding WFM

(Advice) Providing additional information regarding optimizing the team set up, in such a way that timely actions can take place:

✓ Analyzing and advising of possible production and team optimization

✓ Detecting and reporting of possible bottle-necks

✓ Table F / Performance Report Review and follow up

Performs all other duties as assigned

Closing:

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent’s ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.