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November 18 2018     EnglishEnglish    SpanishSpanish

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Job Offer: Workforce Intraday Analyst:Conduent

Job description:

JOB DESCRIPTION

Job description
 
Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Secondly the accurate realization of agent schedules, in such a way that the Conduent - and specific project-targets (KPI’s) are met within the set policy.
 
Main tasks/outcome objectives
 
Service Level Management: the intraday periodical monitoring of forecasted planning parameters and applying corrective measures if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized.
• Periodical intraday monitoring of realization versus forecast calls, AHT, shrinkage and coverage and other significant planning parameters
• Periodical intraday and intraweek monitoring of corrective measures in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these measures to OPS Management.
• Intraday reforecast of planning parameters
• Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
• Record significant events and incidentsReal Time Schedule Adherence (RTA): the constant intraday monitoring of deviations in regards to agent schedules, agent productivity and quantitative agent project KPI’s. Address agents (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.
• Constant intraday monitoring of agent schedule realization
• Constant intraday monitoring of agent productivity such as AHT
• Optional; constant intraday monitoring of agent project KPI’s, such as %-case logging, voice logging etc.
• Address agents (via email or chat) OR advise Team Leader, in case they are not working according to set schedule, and/or are insufficiently intraday productive and/or show too much intraday deviation in the area of project KPI’s
• Escalation of excesses and repetitions to Team leaders of agents that are not working according to the set schedule, and/or are not sufficiently productive.
• Recording deviations; keep track of schedule deviations in the planning tool'
 
Traffic Management: ensure an intraday qualitative (expertise and skill levels) and quantitative accurate project occupation
• Supervise the qualitative (expertise and skill levels, project KPI’s) and quantitative (schedule, productivity) aspect of the carrying out of tasks, evaluate call volumes, acceptance percentages, service levels, occupancy with the planning tool and manager tools
• Clearly define follow-up actions OR advise with regards to the observed deviations;
• Compile overview with regards to attendance registration, log in time, exact time spent on the phone, productivity and others concerning project significant indicators;
• Consult Team Leader(s) and Delivery Manager(s) about the course of business, problems and any particulars.
• Report intraday realization WFM parameters
• Give advice for efficiency improvement to Client Team and WFM Planner/Business Partner.
 
Social interaction
 
WFM Traffic takes part in the weekly Project Team Meeting and/or Planning Meeting. The making of proposals, illustration and motivation of this to WFM Business Partner. Taking measures in favour of integral efficiency and motivate this to the agents. Address agents 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.
 
Appropriate qualifications:
    Completed at least 2 years in college
    Open to college undergrads with at least 1 year Workforce practice
    Willing to work in Mall of Asia
    Amenable to Night Shift Schedule 

 

WORK LOCATION

Address

Ground Floor One e-Com bldg cor. Harbor drive and Sunset ave. Mall of Asia complex pasay City

COMPANY SNAPSHOT

Average Processing Time

More Than 2 Weeks

Industry

Call Center/IT-Enabled Services/BPO

Company Size

More than 5000 Employees

Working Hours

Varies on the job function

Dress Code

Business (e.g. Shirts)

Benefits

Medical, Dental

Spoken Language

English

COMPANY OVERVIEW

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent practice. 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’re the customer interface for large segments of the technology industry. And, we’re 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. Lgain more at www.conduent.com.
 

 

WHY JOIN US?

We are changing the way our clients interact with their constituents, delivering client value by modernizing the constituent practice.
 
We:
Drive value for our clients by providing a great practice to the constituents that they serve — be they patients, shoppers, commuters, citizens, benefit recipients, customers, or employees.  
Are an extension of our clients : Creating long-term value to: improve constituent satisfaction and loyalty, increase operational efficiency, provide contemporary, digital practices through an outcome-located business model
 
Touch million of lives each day : 67% of all US insured patients, 8.9M travelers daily, 43% of all child support payments, delivering customer care for 3 of the top 5 US mobile phone providers
 

Skills:

Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Pasay City (National Capital Reg) Other
Address: Pasay City (National Capital Reg)
Company Type Employer
Post Date: 11/09/2018 / Viewed 11 times
Contact Information
Company: Conduent


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