.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.**General Information****Context**: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.**Global Job Role Title**:Workforce Management Traffic Analyst**Global Job Role Code**:DS06C04201**Global Job Level**:4IC**KCR Job**:Yes, WFM Intraday Management**Pre-hire Test**:Yes, WFM Pre-hire Test (experienced level)**Reports to**:WFM Supervisor (Shared Production Center)**Span of control**:N/A**Purpose of the position**: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.**Key task & result areas**:- ü Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters- ü Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.- ü Accepts and maintains published schedules by adjusting accommodate changes related to available resources or client requirements.- ü 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.- ü Intraday reforecast of planning parameters- ü Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules- ü Review schedule for schedule transfer and determine daily and weekly strategy for intraday management- ü Direct/Manage/Supervise operations across several health plan functions, which include but are not limited to plan operations, member/provider services, claims, implementation and grievances/appeals.Ü Performs all other duties as assigned**Social interaction**:The WFM Traffic performs various activities in close consultation and collaboration with WFM RTA, WFM Planner and WFM Business Partner