Conduent Associate III, Workforce Administration in Nordrhein, Germany
Associate III, Workforce Administration
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 its 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.
Job role description
The main purpose for this position is to ensure that quantitative project KPI’s, such as service level and intraweek/intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Secondly the accurate realization of agent schedules, in such a way that specific project targets (KPI’s) are met within the set policy.
WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task. Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the strategy to achieve a full aligned WFM Intraday Management approach. The position is hierarchically located under a Supervisor WFM Shared Production Centre.
Facilitates quantitative project KPIs, such as service level, so that intraday and intraweek operational KPI's are met and optimized.
Ensures that published schedules appropriately meet organization & project specific targets (KPIs) within a set policy.
Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address any negative deviations.
Executes reforecast of planning parameters based on actuals and updates intraday schedules (i.e. move breaks/lunches, delay meetings, cancel training) to best meet requirements for the upcoming intervals.
Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.
Accepts and maintains published schedules by making adjustments to accommodate changes related to available resources or client requirements.
Determines daily and weekly strategy for intraday management by optimizing productive & non-productive hours. This includes but is not limited to proposing additional training, overtime, and voluntary time off in coordination with operations.
Qualifications and skills
Intermediate vocational education (High School Diploma or GED) or College degree with business or mathematics (preferred).
Language proficiency: Business English and any other local languages required to perform the job.
Other expertize: MS office and strong understanding of contact center.
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision.
Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology.
Completes assignments and facilitates the work activities of others; may coordinate work beyond own area
Proposes improvements to processes and methods
Acts as a lead, coordinating the work of others but is not a supervisor
Works autonomously within established procedures and practices
Business Expertise Has a good understanding of how related teams coordinate their efforts and resources to achieve objectives.
Interpersonal skills Communication, Analytical abilities, power of persuasion, building trust.
Punctual and accurate work methods, Initiative, Result oriented and Team player.
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.
Job Workforce Administration
Primary Location Germany-Nordrhein - Westfalen-Cologne
Unposting Date Ongoing
Req ID: 19000204