Workforce Management Traffic Analyst

Workforce Management Traffic Analyst

JOB DESCRIPTION

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.

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.

• Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI’s are achieved and/or optimized as much as possible/close as possible to the target.
• Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
• Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.
• Accepts and maintains published schedules by adjusting accommodate changes related to available resources or client requirements.
• Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI’s are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.
• Intraday reforecast of planning parameters
• Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
• Review schedule for schedule transfer and determine daily and weekly strategy for intraday management
• Performs all other duties as assigned

The WFM Traffic performs various activities in close consultation and collaboration with WFM RTA, WFM Planner and WFM Business Partner. Outside the WFM department the WFM Traffic collaborate with and has frequent contact with operational management (operational and general manager) regarding performance and daily and weekly performance strategies.