Conduent Workfoce Management Traffic Management in Monterrey, Mexico

Workfoce Management Traffic Management

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 Intraday Traffic

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.

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.

  1. 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.

  2. Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters

  3. 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.

  4. Intraday reforecast of planning parameters

  5. Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules

  6. Record relevant events and incidents

  7. Review schedule for schedule transfer and determine daily and weekly strategy for intraday management

Requirements:

  1. High school diploma, College degree with Math, business, or statistics focus preferred

  2. Call center experience and or Real time analyst background preferred.

  3. Advanced Mathematical and Analytical Skills

  4. English proficiency

  5. Advanced proficiency and knowledge of MS Office (Excel)

  6. Knowledge of the Lean Six Sigma methodology preferred

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

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

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 Ongoing

Req ID: 18015196