Workforce Management Real Time Analyst (Monterrey)

Sobre Conduent

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.

Descripción del trabajo

The Real Time Analyst is the person responsible for the centralized tasks of Adherence & Attendance monitoring and managing productivity and attitude of the CSR’s for assigned projects or sites. The position is hierarchically located under a Supervisor WFM Shared Production Center.

Job Description

The purpose of the position is to handle centralized tasks of schedule adherence, attendance and real time productivity.

Key tasks & result areas

• 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.
• 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 vigente performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
• Performs all other duties as assigned.

Social interaction

The WFM RTA performs various activities in close consultation and collaboration with WFM Intraday Management. 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.

Job Requirements

• Education requirement: (none listed)
• Preferred: Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
• Minimum: Intermediate Vocational Education
• Minimum skills to hire: Effective operational language proficiency of Business English and any other required languages; 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
• Preferred skills to hire: 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
• Key values: Knowledge; Ownership; Responsibility; Decision; Action Be an expert - power of knowledge; Take ownership of (WFM) processes; Take responsibility of performance and quality; Make decisions (to improve) - use your knowledge; Act (instead of report and expect someone else to act)
• Success factors: Communication; Analytical abilities; Power of persuasion; Building trust; Initiative; Team player; Result oriented; Customer oriented and self-assured communication and way of working; Punctual and accurate work methods; Initiative; Ability to organize and coordinate tasks/work

Clausura

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. 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.