Workforce Planning Business Partner

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.

IDEAL CANDIDATE:

Proficient at communicating at different levels within the organisation (CSR, Planners, CTM, Management);
Proficient level of English (Business level);
Fluency in Italian would be a plus;
Preferably logistics, economics or mathematics studies;
Work experience in BPO environment with planning;
Minimum 1 year experience on a Workforce Planning role;
Managerial experience.

Capacities

Flexible
Coaching
Communication skills
Convincing
Customer orientated
Organization awareness
Innovative

Skills

Analytical and numerical insight;
Strong communication skills;
MS Office and specifically Excel;
Accuracy;
Good knowledge of contact center procedures;
Thorough knowledge of traffic theory and WFM;
Very good knowledge of WFM In-vision.

RESPONSIBILITIES:

WFM ensures vital contribution in realization of production by using the appropriate CSR (skills) at the right moment, in the appropriate amounts, in such a way that operations can realize and/or optimize its financial and quantitative targets.

The WFM Business Partner is the owner of production capacity, responsible for optimal WFM business services and delivers additional value by giving advice.

(HUMAN SIDE) Responsible for job performance and general development of each team member:
• Establishing what capabilities are required and in how far individual team members have the potential to fulfill these requirements;
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
• Training new team members in terms of general skills;
• Periodically reviewing personal development by means of mutual discussion and recording of personal development;
• Coaching/motivating team members to enable them to fulfill requirements made both qualitatively and quantitatively;
• Having regular team meetings and organizing team building activities
• Attending and participating in planning consultation between WFM and Client Team regarding planning
• Attending and carrying out screening tests.


(PRODUCT SIDE) Development and continuous improvement of services WFM in favour of the Client teams, in such a way that optimum quantitative results are achieved. Among other things referring to:
• Developing, optimizing and safeguarding the structure, systems, instruments and procedures in relation to WFM at Client Team level;
• Continuous planning improvement aiming for a more efficient and effective schedule
• Determine conditions and targets of WFM;
• Managing expectations of internal customer (Client Team)
• Increasing satisfaction level of internal customer (Client Team)
• Highlighting alterations in company regulations regarding planning and schedules whilst consulting HRM department.
• Developing and safeguarding implementation WFM in accordance with COPC standard.

Also preparing new projects allocated to the Client Teams, in regards to the required and available capacities (staff numbers and work space), in such a way that a timely and qualitatively informed implementation can be realized.

(IMPLEMENTATION) In charge of ensuring a successful planning and traffic implementation. Among other things referring to:
• Safeguarding and encouraging communication among staff
• Quality control of delivered WFM products and processes
• Making available in good time the weekly schedule for all Client Teams
• Organizing and allocating of work for Planners, Schedulers and Traffic staff
• Evaluating and implementing restoring measures
• Increasing satisfaction level of stakeholders (CTM, DM, TL, CSR, Planners, Traffic staff)
• Achieving set targets/WFM targets
• In charge of troubleshooting and problem solution
• Dealing with complaints and dissatisfaction regarding WFM
• Safeguarding a working method in accordance with COPC standard.

Interested candidates can submit their application directly to the following email address:
cristina.datcu@xerox.com