WFM Traffic with English and French

Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services.

Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees.

Critical Technical & Behavioral Skills/Qualifications:
- University studies in a highly numerate discipline (mathematics, statistics, economics, informatics)
- Excellent communication skills, fluency in spoken & written English and French
- Analytical and numerical insight
- Strong communication skills
- Strong workload organisation skills
- MS Office and specifically Excel
- Strong knowledge of contact center processes and procedures
- Knowledge of KPI, definitions and mutual context

- Service Level Management: the intraday periodical monitoring of planning parameters and applying corrective measures if the realization deviates from the forecast planning parameters. This should be done in such a way that project KPIs are achieved and/or optimized.

- Timetable Adherence Management: the constant intraday monitoring of deviations in regards to CSR timetables, CSR productivity and quantitative CSR project KPIs. Address CSRs (via email or chat) OR advise Team Leader, in case they are not working according to set timetable, and/or show too much deviation in the area of productivity and/ or quantitative project KPIs; escalation of excesses and repetitions to Team Leaders.

- Traffic management: ensure an intraday qualitative (skills and skill levels) and quantitative accurate project occupation

You can apply online or send your application in English directly to recruitment.ro@xerox.com with the title “WFM Traffic”.