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Associate II, Workforce Administration - Indore, India

Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities

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Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile

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Rewards

  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Balance

    Maintaining a work/life balance is the key to success.

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Compensation

    Competitive salaries.

  • Family Support

    Additional resources to support employees with families.

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

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Responsibilities

Description
Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. 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 are the customer interface for large segments of the technology industry and 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. Learn more at www.conduent.com.


Purpose:
•Responsible for the effective usage of client resources.  Provides operational support through efficient scheduling and workforce deployment. Monitors queues, forecast & schedule staffing, plan seating capacity for shifts on daily basis & dialer planning.  Tracks and reports on operational performance & business metrics.
•The purpose of the position is to monitor and manage the schedule adherence of the Customer Service Representatives as accurately as possible and ensure Customer Service Representatives' adherence to the schedule provided by WFM (Work Force Management) Traffic and WFM Planning.
•Besides schedule adherence the job holder will also monitor the  development of productivity metrics for the Customer Service Representatives i.e. Emails per hour, After Call Work Time and Average Handle Time.
•Points of attention or priorities are provided by WFM Traffic and/or are mentioned in project documentation, like the What If Chart.
•Logging exceptions (codes) in WFM tool.

Scope:
Specific:
•The job holder performs various activities in close consultation and collaboration with other members of the WFM Intraday Management team, mainly with WFM Traffic and Local Workforce Analysts (LWF).
•There is also frequent contact with WFM Business Partner and the WFM Intraday Management Team.
•Outside the WFM department the job holder collaborates and has frequent contact with operational management, team leaders and Customer Service Representatives.
•The job holder works commissioned and under responsibility of a WFM Business Partner.
General:
•Intermediate level job with some work experience
•Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise
•Identifies problems in straightforward situations, and makes sound decisions using standard procedures
•Works within established procedures with a moderate degree of supervision

Primary Responsibilities:
•Responsible for real time intraday monitoring of schedule adherence by the Customer Service Representatives and deviations in activities compared to the schedule.
•Monitors performance using productivity measures and other WFM related KPIs of the Customer Service Representatives (Average Handle Time, After Call Work, PPH etc.)
•Takes corrective action when a Customer Service Representative does not adhere to their schedule (taking into account the agreed adherence thresholds for different types of activities)
•Escalation of repeated issues regarding the adherence of a Customer Service Representative or a group of Customer Service Representatives to the Team Leader and/or Operational Management
•Process and approve (in consultation with Intraday Management) the tickets (requests) from operation to WFM regarding (preferred) changes to the published schedule.
•Processes attainment exceptions in the schedule of the Customer Service Representative.
•Processes changes to the schedule, directed by the Intraday Management team and informs, when required,  the Customer Service Representatives about this change.
•Performs all other duties as assigned


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.

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The Conduent difference

We’re the world’s largest business process services company — and we’re modernizing the constituent experience.

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We improve moments in millions of lives in a variety of industry sectors.

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