Workforce Management Real Time Analyst
1 month ago
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description:
Job Description
- Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
- Monitors employee performance against work schedules and real-time productivity through applications.
- Processing attainment exceptions in the schedule of the CSR.
- Informs employees and/or supervisors about schedule changes.
- Processing and operationalise changes to the schedule, directed and/or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
- Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
- Performs all other duties as assigned
Job Requirements
- Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
- Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
- Basic proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Strong collaboration skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
- Ability to focus on performance and results, and to act accordingly
- Knowledge of and/or experience with WFM systems, preferably NICE IEX
- Knowledge of the COPC methodology
- Result-oriented collaboration
- Knowledge of general contact center processes
- Proactivity
- Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
- Advanced proficiency and knowledge of MS Office (Excel)
- Effective communication & feedback
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.
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