Part-time WFM Traffic

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.

The role

The WFM Traffic is in the Centre of Expertise Workforce within the Production Control department.
There are two sides to this role; “Service Level Management” and “Schedule Adherence Management”. These may be divided between different persons during bigger projects.

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.




Critical Technical & Behavioral Skills/Qualifications:
HBO relevant direction (mathematics, statistics, economics, informatics)
Analytical and numerical insight
Strong communication skills
Strong workload organisation skills
MS Office and specifically Excel
Strong knowledge of contact centre processes and procedures
Thorough knowledge of traffic theory (erlang) and WFM.
Knowledge of WFM Invision
Knowledge of KPI, definitions and mutual context

Primary Duties and Responsibilities

• Periodical intraday monitoring of realization versus forecast calls, AHT, shrinkage and coverage and other relevant planning parameters
• Periodical intraday and intraweek monitoring of corrective measures in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these measures to OPS Management.
• Intraday reforecast of planning parameters
• Intraday and intraweek rescheduling of CSR timetables; intraday adaptation of CSR timetables
• Record events and incidents
• Constant intraday monitoring of CSR timetable realization and CSR productivity
• Address CSR’s (via email or chat) OR advise Team Leader, in case they are not working according to set timetable, and/or are insufficiently intraday productive and/or show too much intraday deviation in the area of project KPI’s
• Escalation of excesses and repetitions to Team leaders of CSR’s that are not working according to the set timetable, and/or are not sufficiently productive.
• Recording deviations; keep track of timetable deviations in the planning tool
• Clearly define follow-up actions OR advise with regards to the observed deviations;
• Compile overview with regards to attendance registration, log in time, exact time spent on the phone, productivity and others concerning project relevant indicators;
• Consult Team leader(s) and Delivery Manager(s) about the course of business, problems and any particulars.
• Report intraday realization WFM parameters
• Give advice for efficiency improvement to Client Team and WFM Planner/Business Partner.

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 or send your application in English directly to Dragos.Gheorghe@xerox.com with the title "WFM Traffic"