WFM Report Analyst - VBA

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.

Higher Vocational / University level, preferably process management, economics, econometric, logistics or mathematics
Minimal 2-3 years of experience on WFM (and COPC) and/or reporting/analytics related
Advanced Excel experience, including advanced VBA/Macros, preferably also other programming experience
Applying the right data analysis and methods
Punctual and accurate work methods
Ability to work in a stressful environment
Knowledge of process, change, improvement or quality management is a must
Initiative, expertise
Problem analysis (identification, dissection, definition)
Ability to design and write improvement plans
Coaching/Management skills
Communication of complex material in different ways
Advanced Analytical and Mathematical skills
Advanced Written and verbal communication skills (included English)
Problem orientation (exploring, investigating)

The role

The WFM Report Analyst – VBA works within the WFM Global Center of Expertise hierarchically located under the Manager WFM Global Center of Expertise.
In addition, the WFM Global Centre of Expertise is the authority to ensure high quality service and continuous improvement. We work at developing and securing uniformity and standardization of processes, way of working and skills. All aligned with the COPC standard.
Responsibilities of the WFM Global Centre of Expertise include Training & Development, Quality Management & Control, Innovation & Improvement, Mobilization / Transition / Implementation, Reporting & Analytics and Functional Solutions Support.

Purpose of the position

The (Further) design and development, implementation, and standardization of processes, reporting, tools and methodologies to Xerox and COPC Standard and the development and deployment of a WFM WOW and doing analysis on the WFM process and KPI development, aiming to secure the quality and continuity of the WFM process and Best Practice Sharing (within the department).

Primary Duties and Responsibilities:
 Development, improvement and implementation of (new) processes, procedures, policies, standards and ways of working within the WFM department
 Performing and/or supporting during (internal) COPC audits regarding the WFM Processes Implementation (new) projects, and teams
 Keep process, procedure, formats and policy documentation up to date and manage the related content (platform)
 Initiate, support, coordinate and execute WFM improvement projects and WFM team development
 Deployment and customizing of solutions and formats supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy
 Actively participate in and enable or organize Best Practice Sharing
 Development of solutions and formats supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy
 Performs all other duties as assigned

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