WFM Planner

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.

- University studies in a highly numerate discipline (mathematics, statistics, economics, informatics)
- Analytical and numerical understanding, mental arithmetic skills
- Good communication skills
- Knowledge of standard planning software
- Knowledge of MS Office, Excel in particular
- Accurate
- Good knowledge of contact center processes
- Communication
- Initiative
- Customer-oriented
- Analytic abilities
- Fluency in English

THE ROLE

We are looking for a WFM Planner to join our team. The candidate will be a self-starter, driven, independent thinker with commitment to quality and continuous improvement and results orientated.

The WFM Planner lies within the team Production Control, Center of Expertise Workforce Management, hierarchically located under the WFM Supervisor Offshore, WFM County Manager or WFM Business Partner.

PURPOSE OF THE POSITION

Responsible for the forecast, capacity management, pool management, production planning and staff planning of one or more Client Teams. Coordinating the required capacity and deployment in CSRs and workplaces within a Client Team, in such a way that optimal utilization and occupancy is realized and the project KPIs made can be met.

PRIMARY DUTIES AND RESPONSIBILITIES

(PLANNING) Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized
(SCHEDULE) Taking care of the requirement planning and staff planning (CSR schedule) of the Client Team, in such a way that optimal occupancy of the Client Team is realized, the service level agreements can be realized and the production plans are approach the best way possible
(ADVICE) Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner

The WFM Planner performs various activities in close consultation and collaboration with one or more Client Teams (Delivery Management and Client team Management) and with the internal process and project owners.

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