Conduent Workforce Administration Manager II (multiple site locations) in Lexington, Kentucky

Workforce Administration Manager II (multiple site locations)

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

This position can be located at several different sites*

North Carolina, Texas, Kentucky, Mississippi

The purpose of this position is to manage WFM team (of managers) on service delivery and quality. Manages stakeholders and ensure WFM team achieves the set goals and high-performance delivery. Besides this, the WFM Manager also ensures and enables development of the team and the employees within their team(s).

  • The WFM Senior Manager performs various activities in close collaboration with WFM Managers/Supervisors and Senior Management team. The WFM Senior Manager provides directions towards their team members. Outside the WFM department, the WFM Senior Manager should be the representative or escalation point of contact for their area of expertise or responsibilities, for example towards Operations, HR, Account Management, Compliancy and Recruitment. Intermediating role in the occurrence of complaints and problems.Manages multiple WFM teams or Business Partners to ensure consistency & quality of output from disciplines across multiple regions or on a global scale

  • Coordinates with operational & WFM leadership to confirm effectiveness of WFM support and identify areas of opportunities

  • Drives knowledge sharing across geographic regions to promote consistency in process execution & support delivery

  • Develops organizational strategies around default system configurations, training and other critical WFM disciplines to provide clear definition of responsibilities

  • Ensures innovation & improvement activities applied across WFM disciplines to establish delivery consistency

  • Drives multi region or global WFM employee development to elevate the support capability

  • Diffuses operational and internal WFM escalations to mitigate negative impacts originated by solution designs and/or implementation discrepancies

Skills/education

  • Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics- or equivalent experience

  • People management experience, WFM expertise, Client management, analytical skills and prioritization.

  • Leadership experience with good knowledge of the WFM process, Customer Care/Call Center environment and proficient at communicating at different levels are required for this position.

  • Partner & Collaborate, Communication, Problem solving, Listening and Leadership skills: The WFM Senior Manager will be engaged in various actives client and people management actives that will test leadership and functional skills at various level. (Preferred: Knowledge of the COPC and Lean Six Sigma methodology).

  • Manages multiple related teams, sets priorities and allocates resources. Influences others internally and externally, including senior leaders.

  • Understanding of how the team relates to other closely related areas to improve efficiency of own team 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 at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Workforce Administration

Primary Location United States-TX-Houston

Other Locations United States-North Carolina-Raleigh, United States-Mississippi-Madison, United States-North Carolina-Cary, United States-Kentucky-Lexington

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18032324