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Workforce Management Traffic Analyst
hace 2 meses
About the Role
We are seeking a skilled Traffic Analyst to join our Workforce Management team. As a key member of our team, you will be responsible for ensuring the efficient management of our workforce, focusing on intraday traffic and capacity planning.
Key Responsibilities
- Develop and implement strategies to optimize occupancy and achieve service level targets.
- Monitor and analyze intraday traffic, handling calls, AHT, shrinkage, attainment, and coverage.
- Take corrective actions to ensure quantitative project KPIs are met, or advise Operational Management on necessary adjustments.
- Reforecast planning parameters and reschedule agent schedules as needed.
- Record relevant events and incidents, and review schedules for transfer and strategy determination.
Requirements
- High school diploma, with a degree in Math, Business, or Statistics preferred.
- Call center experience and/or Real-time Analyst background preferred.
- Advanced Mathematical and Analytical Skills.
- English proficiency.
- Advanced proficiency in MS Office (Excel).
- Knowledge of Lean Six Sigma methodology and WFM systems (NICE IEX 6.4 or In Vision) preferred.
What We Offer
Conduent is an Equal Opportunity Employer, committed to diversity and inclusion. We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.
