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.Workforce Management Intraday TrafficWFM 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 Adherenc e & 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.1. 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.2. Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters3.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.4. Intraday reforecast of planning parameters5. Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules6. Record relevant events and incidents7. Review schedule for schedule transfer and determine daily and weekly strategy for intraday managementRequirements:1. High school diploma, College degree with Math, business, or statistics focus preferred2. Call center experience and or Real time analyst background preferred.3. Advanced Mathematical and Analytical Skills4. English proficiency5. Advanced proficiency and knowledge of MS Office (Excel)6. Knowledge of the Lean Six Sigma methodology preferred7. Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision8.Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminologyConduent 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. You may also click here to access Conduent's ADAAA Accommodation Policy.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.
