Conduent Analyst I, WFM Quality in Monterrey, Mexico

Analyst I, WFM Quality

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 .

Workforce Management Quality

The WFM Quality position is located within the Workforce Management department of Conduent within the WFM Centre of Expertise. The role deals with process design, management, standardization, customization and WFM standard maintenance within the Conduent WFM organization. The position also performs internal WFM COPC audits for selected accounts and implement improvement plans or process changes and implementation along the organization.

The purpose of the position is to (further) development, implementation, and standardization of processes and methodologies to Conduent and COPC Standard and the development and deployment of a WFM Way Of Work, with the aim of guaranteeing the quality and continuity of the WFM process and Best Practice Sharing (within the department).

Key task & result areas:

  1. Development, improvement and implementation of (new) processes, procedures, policies, standards and ways of working within the WFM department and according the COPC standards, Conduent Company policies and with taking into account company and industry best practices

  2. Create, document and deploy the standard way of working

  3. Performing and/or supporting during (internal) COPC audits regarding the WFM Processes (COPC Standard chapter 2.5 and 2.6)

  4. Performing audits to determine use of processes and tools as intended (e.g. IEX SOP audits)

  5. Implementation (new) projects, and teams, in close corporation with WFM Improvement, WFM Sales Support, other WFM Support teams and WFM Operation or WFM Program Management

  6. Keep process, procedure, formats and policy documentation up to date and manage the related content (platform), control, approve and make changes to the processes, procedures and formats

  7. Deployment and customizing of solutions and processes supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy

  8. Actively participate in, enable Best Practice Sharing, transform best practices into standard procedures, and Conduent WFM way of work

Performs all other duties as assigned

Requirements:

  1. Business Information Management, Economics, Logistics, Communication or Mathematics Mathematical and Analytical Skills

  2. English proficiency

  3. Advanced proficiency of mathematical and analytical skills

  4. MS tools experience (word, excel, outlook)

  5. Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision

  6. Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology

  7. Proficiency and experience with forecasting, capacity management, intraday management, modeling production and/or personnel planning

  8. Proficiency and knowledge of the complete WFM process and advanced knowledge in regards to the area of responsibility

  9. Project and Change Management skills

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, sex, marital status, sexual orientation, physical or mental disability, 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 or compete for employment with Conduent Business Services or one of its subsidiaries may request such accommodation(s) by sending an e-mail to accommodations@Conduent.com . Be sure to include your name, the job you are interested in, and the accommodation you are seeking. 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 MX-Nuevo Leon-Monterrey

Organization Consumer and Industrials

Unposting Date Aug 4, 2018, 11:59:00 PM

Req ID: 18011877