Workforce Management Traffic Analyst

hace 1 mes

Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completo

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 there esponsible for the centralized tasks of KPI and 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 terminology

Schedules

Morning / Evening (6AM - 10:30 PM CST) 2 Days off

Conduent 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.

Las personas con discapacidades que necesitan una adaptación razonable para solicitar o competir por un empleo en Conduent pueden solicitar dicha adaptación haciendo clic en el siguiente enlace, completando el formulario de solicitud de adaptación y enviando la solicitud utilizando el botón "Enviar" en la página parte inferior del formulario. Para aquellos que utilizan Google Chrome o Mozilla Firefox, descargue el formulario.primero: haga clic aquí para acceder o descargar el formulario. tu también puedes haga clic aquí para acceder a la Política de adaptaciones ADAAA de Conduent.
- En Conduent, valoramos la salud y la seguridad de nuestros asociados, sus familias y nuestra comunidad. Según nuestros protocolos actuales, no exigimos la vacunación contra el COVID para la mayoría de nuestros trabajos en EE. UU., pero es posible que le solicitemos que proporcione su estado de vacunación contra el COVID, cuando lo permita la ley._

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