WFM Business Partner (Ger - Eng)

Conduent

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 its 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. 

Job Description 

The WFM Business Partner is the First Point of Contact and responsible for WFM regarding one or more clients/accounts. The WFM Business Partner has responsibility for the overall WFM delivery, service and output. WFM Business Partner ensures vital contribution in realization of production by using the right employee (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. Enables the effective and efficient delivery of services and products. Partners with operational teams to improve & transform business (processes), optimize knowledge, skills, productivity, quality and ensure compliance. All these tasks are performed in such a way that optimal use of resources and a most effective occupancy of the workforce is realized and project KPI’s can effectively be met. 

WFM Business Partner - Responsibilities 

• Takes responsibility for WFM delivery and quality on an account level of a medium sized program or few small programs. 
• Leads functionally the assigned WFM employees to ensure the support given meets the operational needs. 
• Overseas the relationship between WFM and operations and acts as the primary point of contact for any operational concerns. 
• Ensures that the collective set of WFM resources and processes realizes the right number of operational resources, at the right time, and at the right cost leveraging Workforce tools like IEX/Aspect/Blue Pumpkin etc. 
• Mentors WFM employees in technical skills and program specific processes. 
• Optimizes WFM performance by continuously exposing and addressing improvement opportunities. 
• Integrates additional operational & WFM resources (e.g. WFM Application Support & Analytics or Operational Management) where needed to resolve process bottlenecks and/or other obstacles. 
• Collaborate with Operations and WFM team to manage planning life cycle (forecasting, capacity, management, production, and/or personnel planning) 

Qualifications and Skills 

• Master or Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics. 
• Native level of German and Advanced level of English
  
• Language proficiency: Business English and any other local languages required to perform the job. 
• Other expertise: MS office and strong understanding of contact center. 
• Leadership skills, coaching skills and experience, project, time and change management skills. 
• A good and broad knowledge of the WFM process, Customer Care/Call Center environment and proficient at communicating at different levels are required and essential for this position. 
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market. 
• Partner & Collaborate, Communication, Problem solving, Listening and Leadership skills: The WFM Business Partner performs various activities in close consultation and collaboration with other members of the local WFM team, WFM shared production centers and/or WFM support teams, mainly with the WFM staff assigned to his projects. Directing WFM Planners, Traffic staff and facilitate WFM process discussion with account leaders/vendors. Intermediating role in the occurrence of complaints and problems. 
• Proficiency to organize, host, plan and participate effectively in an (internal and external) meeting, initiative, result oriented, customer oriented, initiative, flexible, ability to organize and coordinate tasks/work.