WFM Trainer

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 communication, economics, logistics or mathematics
Minimal 2-3 years of experience on WFM (and COPC), Training or related
Advanced Training & Presentation skills
Coaching skills
Punctual and accurate work methods
Communication of complex material in different ways
Initiative, expertise
Basic analytical/mathematical skills
Advanced written and verbal communication skills
Very good level of English
Responsible, empathic, adaptability
Quality and result oriented

The role

The WFM Trainer 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 development, management and distribution of knowledge content within WFM, with the aim of securing the knowledge level and the continued development of knowledge and skills among the members of the WFM department

Primary Duties and Responsibilities:
 Development and improvement of e-learning content for (WFM) e-learnings
 Development and improvement of training programs and content for skill and knowledge training
 Providing and organizing training programs/sessions to the Global WFM Department
 Monitoring and Reporting about the progress of WFM Employees on the assigned training programs
 Responsible for the development and deployment of the KCR Job list, HPP Program and WFM Knowledge Tests
 Advice to WFM Managers, WFM Business Partners and WFM Supervisors about coaching and training regarding their employees
 Providing coaching or knowledge sessions to WFM employees
 Managing access rights to In Jixo Learn Platform or other by WFM used training e/-learning platforms
 Performs all other duties as assigned

The WFM Trainer performs various activities in close consultation and collaboration with other members of the WFM Global Centre of Expertise, Training & Development and the Global WFM Department and WFM Management.

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