Conduent Director Of Workforce Administration in United States

Director Of Workforce Administration

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 .

Context

The Director of Work Force Management is responsible for all the global work force of one of our largest global business units. This role leads the BU WFM team and coordinates on service delivery with the WFM Shared Business Services Team.

Position in company

Reports to Senior Director of Service Delivery for the business unit.

Job description

Manage WFM Program Management for the global service delivery of the business unit. Ensure high performance delivery of Workforce Management. Development of employees, WFM organization and WFM product.

Main duties/outcome objectives

(Human side) Responsible for job performance and general development of each team member;

  • Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;

  • Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;

  • Periodically reviewing personal development by means of mutual discussion and recording of personal development;

  • Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;

  • Having regular team meetings and organizing team building activities

  • Development of WFM Program Management organization

(Product side) Development and continuous improvement of WFM, in such a way that optimum service is available. Among other things referring to:

  • Advice Operation Leaders of WFM best practice and optimization of operational health at MD and SVP level

  • Developing, optimizing and concluding the structure, systems, instruments and procedures in relation to forecast and planning, production capacity, pool management, staff planning and intra-day management;

  • Stimulate corporation between WFM and Operations

  • Determine conditions and targets of planning; achieving set target(s) and plans

  • Ensure conditions for high performance of WFM Business Partners and WFM Operations

  • Concluding implementation of Planning Manual (Standards based on best practice).

  • Align with Standard Operational Procedures

  • Align with COPC quality standard

  • In charge of troubleshooting and problem solution

Relationship Management

  • Build strong relationships with the BU Operational Leaders; build trust and respect

  • Develop and maintain strong communication lines (governance structure)

  • Increasing client satisfaction levels with Conduent WFM

  • Dealing with complaints and dissatisfaction in regards to the planning

  • Provide strategic WFM directives and improvements for the BU

Social interaction

Discussing planning and available capacity with all those concerned.

Directing the Planners. Consulting with Client Team Managers and Account Management about nature and scope of potential projects. Discussing team line up and idle-time and consulting particular details with all those concerned. Positioning of planning aimed towards Client Teams. Intermediating role in the occurrence of complaints and problems.

Specific personal requirements

Proficient at communicating at different levels within the organization (Agents, Planners, Client Management Lead, Customer Care Executive Management)

Constructive management style based on cooperation and consensus, but powerful in achieving goals under time pressure

Job requirements

Professional experience and education level

Bachelors degree preferably logistics, economics or mathematics background

Work experience with Workforce Management as a top leader of a large organization

Managerial experience

Capacities

Flexible

Coaching

Communication skills

Convincing

Customer orientated

Organization awareness

Skills

Analytical and numerical insight

Strong communication skills

MS Office and specifically Excel

Accuracy

Good knowledge of contact center procedures

Thorough knowledge of traffic theory (erlang) and WFM

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 United States

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18013425