Workforce Management Real Time Analyst

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:

• 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.
• Monitors employee performance against work schedules and real-time productivity through applications.
• 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 actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
• Performs all other duties as assigned

Job Requirement:

• Candidates must have 1 to 2 years\u2019 experience in RTA, Exp. for Realtime monitoring workflow and advanced reporting.
• Bachelor\u2019s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
• Effective operational language proficiency of Business English and any other required languages to perform the job (e. g. the language of the business location)
• 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
• 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

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 submitting their request through this form that must be downloaded: click here to access or download the form . Complete the form and then email it as an attachment to FTADAAA@conduent. com . You may also click here to access Conduents ADAAA Accommodation Policy .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.