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Workforce Management Traffic Analyst

hace 4 horas

Monterrey, Nuevo León, México Conduent 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.

Responsible for monitoring queue performance for assigned projects or sites, the Traffic Analyst evaluates Contact Center capacity and recommends adjustments to ensure optimal staffing levels throughout the day in accordance with service objectives and financial targets. This role involves analysing data, updating forecasts, supporting Real-Time Analysts, and collaborating with operations leaders to address staffing needs and optimize workforce efficiency, ensuring timely corrective actions are taken.

Responsabilities

  • Monitor real-time employee productivity and adherence to schedules, identify opportunities to enhance performance, and share insights with operational leaders to promote the achievement of KPI targets.
  • Maintain an accurate view of intraday supply versus forecasted demand by processing schedule exceptions and shrinkage requests using WFM systems for the assigned account (e.g., NICE IEX, Aspect eWFM, or similar).
  • Maintain an accurate intra-day forecast and recommend extra hours/overtime, voluntary time off/furlough, or schedule adjustments to address anticipated variances in supply or demand.
  • Collaborate with WFM Intraday Management, Real-Time Analysts, and Operations, as applicable, to process schedule or skill changes, adjust staffing levels, and address queue fluctuations to meet service objectives.
  • Distribute real-time performance reports to stakeholders, highlighting key metrics, trends, opportunities, and recommended or implemented actions.
  • Analyze historical data to identify patterns and recommend improvements for future staffing and scheduling strategies.
  • Lead discussions to review prior-day performance and establish a revised plan for upcoming intervals.
  • Initiate incident management communications with leadership and client WFM and/or Business Partners during system issues, extreme volume fluctuations, or site outages.
  • Perform additional duties as assigned.
  • Works closely with WFM Real-Time Analysts, Planners/Schedulers, and Business Partners to ensure seamless collaboration. Provides mentoring and guidance to Real-Time Analysts. Maintains frequent communication with client and operational management, including operational and general managers, to discuss performance updates and align on daily and weekly performance strategies.

Requirements

  • Advanced conversational English
  • Flexible schedule
  • Availability to work remotely and on-site
  • Experience with Google Sheets and Excel
  • Experience as a leader and team player

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.

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