Conduent Workforce Management Scheduler in Monterrey, Mexico
Workforce Management Scheduler
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 Scheduler
The WFM Scheduler is the person responsible for the centralized tasks of Forecasting, Capacity Management, Resource Management and functional supervision of the Scheduling Process for one or more accounts. The position is hierarchically located under a Supervisor WFM Shared Production Centre.
Responsible to deliver the requirement calculation for all workflows and providing schedules which match with these requirements and all applicable guidelines, availabilities and regulations. All these tasks are performed in such a way that optimal use of resources and a most effective occupancy of the workforce is realized and project KPI’s can effectively be met.
Key task & result areas:
ü Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation
ü Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
ü Creating employee schedules with the automated WFM tool used for the specific accounts
ü Fine tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal to minimize schedule deviation and schedule inefficiency.
ü Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures
ü Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management
ü Actively participate and provide suggestions and solutions during schedule approach review
ü Create and maintain availability points or other settings for flex scheduling or other schedule methods
ü Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to
ü Performs all mother duties as assigned
High school diploma, College degree preferred
Mathematical and Analytical Skills
MS tools experience (word, excel, outlook)
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision
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: 18015163