Workforce Management Scheduler

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.

Purpose of the position:


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
  • Delivers the requirement calculation for all workflows based on transactions, productivity, and waste forecasts
  • 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

Social interaction:

  • The WFM Scheduler performs various activities in close consultation and collaboration with the WFM Planner. Outside the WFM department the WFM Scheduler collaborate with and has frequent contact with operational management (team leaders and operational management) regarding requests and approaches in regard to the schedules.

Job Requirements

  • Education requirement_
  • Required:_
Intermediate vocational education (High School Diploma or GED) unless regionally different.

  • Preferred:_
College degree with business or mathematics

  • Minimum skills to hire:_
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
Basic proficiency of mathematical and analytical skills
Basic proficiency of communication skills
Strong collaboration skills
Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
Ability to focus on performance and results, and to act accordingly
Problem solving skills

  • Preferred:_
Analytics experience or training
Knowledge of and/or experience with WFM systems, preferably NICE IEX
Knowledge of the COPC methodology
Result-oriented collaboration
Proactivity
Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
Effective communication & feedback
Elementary knowledge, skills and experience with scheduling

  • 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 Initiative
- ü Team player
- ü Result oriented
- ü Punctual and accurate work methods
- ü Initiative

  • 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. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible._

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