Workforce Management Traffic Analyst

hace 5 meses

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

**Workforce Management Intraday Traffic**

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 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.
- 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

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. 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._

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