.A través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la individualidad se nota y valora todos los días.**Workforce Management Intraday Traffic**WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regard 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.- 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.**Requirements**:- 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- English proficiency- 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 terminologySchedulesConduent es un empleador que ofrece igualdad de oportunidades y considera solicitantes para todos los puestos sin distinción de raza, color, credo, religión, ascendencia, origen nacional, edad, identidad de género, expresión de género, sexo/género, estado civil, orientación sexual, discapacidad física o mental., condición médica, uso de un perro guía o animal de servicio, condición de militar/veterano, condición de ciudadanía, base de información genética o cualquier otro grupo protegido por la ley
