About 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.

　　Job Description:

　　Job Description

　　Purpose of the position:

　　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.

　　Key task & result areas:

　　ü Candidates with prior WFM Real Time Analyst (RTA) experience.

　　ü Must have sound WFM Knowledge on Real time management, WFM deliverables, NICE IEX, CMS Avaya and MS Excel.

　　ü Candidates should have excellent communication skills, and strong command over English language.

　　ü 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.

　　ü Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters

　　ü Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.

　　ü Accepts and maintains published schedules by adjusting accommodate changes related to available resources or client requirements.

　　ü 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.

　　ü Intraday reforecast of planning parameters

　　ü Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules

　　ü Review schedule for schedule transfer and determine daily and weekly strategy for intraday management

　　ü Direct/Manage/Supervise operations across several health plan functions, which include but are not limited to plan operations, member/provider services, claims, implementation and grievances/appeals.

　　ü Performs all other duties as assigned

　　Social interaction:

　　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.

　　Closing:

　　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.

　　People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent’s ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

　　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.