QUALIFICATIONS AND JOB DESCRIPTION
As one of the largest business process companies in the world, Conduent manages mission-critical digital interactions at massive scale – helping global businesses and governments stay ahead of rapidly evolving expectations. We leverage the power of cloud, mobile and IoT, combined with innovations in automation, AI and blockchain technologies, to elevate every constituent interaction, and deliver advanced digital experiences that are more efficient, seamless and satisfying. It is why a majority of Fortune 100 companies and over 500 government entities depend on Conduent to manage essential interactions on their behalf and move their operations forward.
Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S., eleven million employees who use our HR Services and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, medical claims administration, eligibility and enrollment, transportation and mobility systems, end-user engagement or benefit administration – Conduent makes every interaction more individualized, immediate and intelligent.
We support a culture of diversity & inclusion and equal opportunity for our global workforce.
We are Equal Employment Opportunity and Affirmative Action Employer, committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.
WFM Backoffice Analyst - Job Description
Monitoring the contractual KPI’s (key performance indicators), followed by needed corrections. All actions need to be taken in accordance with the procedures;
Adjust resources schedule based on the information received via email/ phone/ tickets in order to make sure that we have the right capacity at the right time, toachievetargets;
Monitor in specific systems the agent’s performance, absenteeism and availability to the schedules. Takeactions if there are differences between what was planned and actual results, following the procedures;
Record relevant events and incidents;
Review weekly schedules and determine if thebest optimization for the available agents is in place, according with expected workload;
Keeping up to date daily/ weekly documents.
English and German language skills
Communication and problem-solving skills
Positive attitude and team player