Workforce Management Real Time Analyst

hace 6 meses

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 Real Time Analyst**

The Real Time Analyst is the person responsible for the centralized tasks of Adherence & Attendance monitoring and managing productivity and attitude of the CSR’s for assigned projects or sites. The position is hierarchically located under a Supervisor WFM Shared Production Center.

The purpose of the position is to handle centralized tasks of schedule adherence, attendance and real-time productivity.
- Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
- Processing attainment exceptions in the schedule of the CSR.
- Processing and operationalise changes to the schedule, directed and/or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
- Performs all other duties as assigned

The WFM RTA performs various activities in close consultation and collaboration with WFM Intraday Management and WFM Adherence Clerks. Outside the WFM department the WFM RTA collaborate with and has frequent contact with operational management (supervisors) and the CSRs regarding exception codes, productivity and adherence/absenteeism issues and real time schedule change requests

**Requirements**:

- High school diploma
- Basic Mathematical and Analytical Skills
- English proficiency
- MS Office tools experience (excel, word, and outlook)
- 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 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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