Workforce Management Traffic Analyst

hace 1 semana

Guanajuato, Guanajuato, México Conduent A tiempo completo

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.

Outside the WFM department the WFM Traffic collaborate with and has frequent contact with operational management (operational and general manager) regarding performance and daily and weekly performance strategies.


Additions:

N/A

Job Requirements

Education requirement
Required

Intermediate vocational education (High School Diploma or GED) unless regionally different

Minimum skills to hire:

Minimum

Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

Minimum

Advanced proficiency of mathematical and analytical skills

Minimum

Advanced proficiency of communication skills

Minimum

Strong collaboration skills

Minimum

Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X

Minimum

Ability to focus on performance and results, and to act accordingly

Minimum

Knowledge of general contact center processes

Minimum

Problem signaling and solving skills

Preferred

Knowledge of and/or experience with WFM systems, preferably NICE IEX

Preferred

Knowledge of the COPC methodology

Preferred

Knowledge of the Lean Six Sigma methodology

Preferred

Result-oriented collaboration

Preferred

Proactivity

Preferred

Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology

Preferred

Previous RTA experience is a plus. Analytics experience or training in the filed.

Preferred

Effective communication & feedback

Key values:

ü
Knowledge
ü
Ownership
ü
Responsibility
ü
Decision
ü
Action
Be an expert - power of knowledge

Take ownership of (WFM) processes

Take responsibility of performance and quality

Make decisions (to improve) - use your knowledge

Act (instead of report and expect someone else to act)

Success factors:

ü Communication

ü Analytical abilities

ü Power of persuasion

ü Building trust

ü Initiative

ü Team player

  • Result oriented
ü Customer

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