Experience:
No experience
Employment Type:
Full time
Posted:
6/8/2019
Job Category:
Analysis
WFM Real Time Analyst
(This job is no longer available)
Conduent | Bogota, NJ
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Job Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

Purpose:

The Real Time Analyst is responsible for the centralized tasks of Adherence & Attendance monitoring and managing productivity and attitude of the CSR's for assigned projects or sites. The purpose of the position is to handle centralized tasks of schedule adherence, attendance and real time productivity.The position is hierarchically located under a Supervisor WFM Shared Production Center.

The WFM RTA performs various activities in close consultation and collaboration with WFM Intraday Management and WFM Adherence Clerks. Outside the WFM department the WFM RTA collaborate with and has frequent contact with operational management (supervisors) and the CSRs regarding exception codes, productivity and adherence/absenteeism issues and real time schedule change requests.

Scope:

Specific:

* The job holder performs various activities in close consultation and collaboration with other members of the WFM Intraday Management team, mainly with WFM Traffic and Local Workforce Analysts (LWF).
* There is also frequent contact with WFM Business Partner and the WFM Intraday Management Team.
* Outside the WFM department the job holder collaborates and has frequent contact with operational management, team leaders and Customer Service Representatives.
* The job holder works commissioned and under responsibility of a WFM Business Partner.

General:

* Technician, technologist or College degree with business or mathematics (preferred).
* Language proficiency: Business English and any other local languages required to perform the job.
* Other expertize: MS office and strong understanding of contact center.
* Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision.

Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology.

Primary Responsibilities:

* Monitors employee performance against work schedules and real-time productivity through applications.
* Informs in real-time the WFM Adherence Clerk and/or Supervisor(s) about employees that past thresholds for schedule adherence and productivity
* Processes schedule change tickets and requests to the published schedule
* Processes all changes to published schedules to meet operational business targets
* Informs employees and/or supervisors about schedule changes
* Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets
* Administers time & attendance of employees, to ensure accuracy of the work records

Please send your CV to jessica.benitezmelgarejo@conduent.com

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