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.

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Job Description

\n\n 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. \n Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters\n Records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.\n Accepts and maintains published schedules by adjusting accommodate changes related to available resources or client requirements.\n 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. \n Intraday reforecast of planning parameters \n Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules\n Review schedule for schedule transfer and determine daily and weekly strategy for intraday management \n 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.\n Performs all other duties as assigned\n\n

Job Requirements

\n\n Candidates must have 3 to 5 years’ experience in WFM, Exp for Realtime monitoring workflow and advanced reporting\n Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics\n Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)\n Advanced proficiency of mathematical and analytical skills\n Advanced proficiency of communication skills\n Strong collaboration skills\n Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X\n Ability to focus on performance and results, and to act accordingly\n Knowledge of general contact center processes\n Problem signaling and solving skills\n Knowledge of and/or experience with WFM systems, preferably NICE IEX\n Knowledge of the COPC methodology\n Knowledge of the Lean Six Sigma methodology\n Result-oriented collaboration\n Proactivity\n Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology\n Previous RTA experience is a plus. Analytics experience or training in the filed.\n Effective communication & feedback\n

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.

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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 Conduent's ADAAA Accommodation Policy.

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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.

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