Workforce Management Analyst

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Employer: Conduent
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Iasi
  • Updated at: 22.07.2016
    Remote work: On-site
    Short company description

    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.

    Requirements

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


    Critical Technical & Behavioral Skills/Qualifications:
    HBO relevant direction (mathematics, statistics, economics, informatics)
    Excellent communication skills, fluency in spoken & written English
    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

    Responsibilities

    Purpose of the position

    Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
    Precise realization of agent timetables, but in such a way that the Xerox- and specific project-targets (KPI’s) are met within the set policy.

    Primary Duties and Responsibilities:

    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 KPI’s 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 KPI’s. Address CSR’s (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 KPI’s; escalation of excesses and repetitions to Team Leaders.

    Other info

    We are looking to fill this position as soon as possible. Please apply only in the nature specified.

    We thank everyone for applying, however only successful candidates will be contacted for an interview.

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

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