Conduent Associate IV, WFM Traffic in Montego Bay, Jamaica
Associate IV, WFM Traffic
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 .
Purpose of the position:
Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Secondly the accurate realization of agent schedules, in such a way that the Conduent- and specific project-targets (KPI’s) are met within the set policy.
Key task & result areas:
ü Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized as much as possible / close as possible to the target.
ü Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
ü Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.
ü Intraday reforecast of planning parameters
ü Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
ü Record relevant events and incidents
ü Review schedule for schedule transfer and determine daily and weekly strategy for intraday management
ü Performs all other duties as assigned
The WFM Traffic performs various activities in close consultation and collaboration with WFM RTA, WFM Planner, WFM Business Partner and WFM Adherence Clerks. Outside the WFM department the WFM Traffic collaborate with and has frequent contact with operational management (operational and general manager) regarding performance and daily and weekly performance strategies.
Intermediate vocational education (High School Diploma or GED) unless regionally different
Minimum skills to hire:
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
Advanced proficiency of mathematical and analytical skills
Advanced proficiency of communication skills
Strong collaboration skills
Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
Ability to focus on performance and results, and to act accordingly
Knowledge of general contact center processes
Problem signaling and solving skills
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
Knowledge of the COPC methodology
Knowledge of the Lean Six Sigma methodology
Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
Previous RTA experience is a plus. Analytics experience or training in the filed.
Effective communication & feedback
Be an expert – power of knowledge
Take ownership of (WFM) processes
Take responsibility of performance and quality
Make decisions (to improve) – use your knowledge
Act (instead of report and expect someone else to act)
ü Analytical abilities
ü Power of persuasion
ü Building trust
ü Team player
ü Result oriented
ü Customer oriented and self-assured communication and way of working
ü Punctual and accurate work methods
ü Ability to organize and coordinate tasks/work
ü Strong knowledge of WFM Processes and contact center environment
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 JM-Saint James-Montego Bay
Organization Consumer and Industrials
Unposting Date Oct 14, 2018, 11:59:00 PM
Req ID: 18021157