Trafficker Dutch/English

CONDUENT

Are you a good fit?

You will work in a challenging work environment with a pleasant informal work atmosphere. Other required skills:

• Analytical and numerical insight
• Strong communication skills and advanced level of Dutch and good English language skills
• Strong workload organisation skills
• MS Office and specifically Excel
• Strong knowledge of contact center processes and procedures
• Thorough knowledge of traffic theory (erlang) and WFM.
• Knowledge of relevant tools, like WFM InVision and SuperVisor CIC
• Knowledge of KPI, definitions and mutual context

İŞ TANIMI

Conduent Istanbul is glad to announce new LWF position. It is a full time position. WMF Trafficker takes part in the weekly Project team meeting and/or Planning meeting. Your tasks: making of proposals, illustration and motivation of this to WMF Trafficker Business Partner. Taking measures in favour of integral efficiency and motivate this to the CSR’s. Address CSR’s on mentality, behaviour and productivity. Escalate excesses or repetitive behaviour to Team leaders, Delivery Manager and/or Client Team Manager. Consulting and making adjustments with WFM Planning.
 
How does your job look like?
 
You ensure 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 schedules, but in such a way that the Conduent - and specific project-targets (KPI’s) are met within the set policy. Your Main duties:
 

• 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.
• Schedule Adherence Management (RTA):the constant intraday monitoring of deviations in regards to CSR schedules, 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 schedule, 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.
• Traffic Management: ensure an intraday qualitative (skills and skill levels) and quantitative accurate project occupation