Conduent Workforce Management Traffic - Associate IV in Monterrey, Mexico
Workforce Management Traffic - Associate IV
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.
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.
Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
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.
Intraday reforecast of planning parameters
Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
Record relevant events and incidents
Review schedule for schedule transfer and determine daily and weekly strategy for intraday management
High school diploma, College degree with Math, business, or statistics focus preferred
Call center experience and or Real time analyst background preferred.
Advanced Mathematical and Analytical Skills
Advanced proficiency and knowledge of MS Office (Excel)
Knowledge of the Lean Six Sigma methodology preferred
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 Commercial Sector
Unposting Date Jun 3, 2018, 11:59:00 PM
Req ID: 18006964