Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
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:
- 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
- Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
- Creating employee schedules with the automated WFM tool used for the specific accounts
- 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.
- 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
- 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
- Actively participate and provide suggestions and solutions during schedule approach review
- Create and maintain availability points or other settings for flex scheduling or other schedule methods
- Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to
- Performs all mother duties as assigned
**Requirements**:
- High school diploma, College degree preferred
- Mathematical and Analytical Skills
- English proficiency
- 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.
- At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._
