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Manager I, Workforce Administration - Monterrey, Mexico


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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  • 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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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

The WFM Manager position is located at multiple places within the Workforce Management department. The role deals with the human side of managing a team as well as the responsibility for the performance, output and quality delivered by a team.

 WFM Manager (SPC): Responsible for the human and performance management of a shared production Centre or multiple shared production centers. The teams within the shared production centers take care of tasks like Forecasting, Capacity Management, Scheduling and Intraday Management. Within the WFM SPC also process area managers exist, for example WFM Manager Planning, WFM Manager Traffic, who report to the SPC Manager and are responsible for the WFM Supervisors and their teams on these specific areas and own the development and improvement programs within the SPC related to this area.
WFM Manager (Support): Responsible for the human and performance management of WFM Support teams like WFM Application Support, WFM Enterprise Analytics or WFM Centre of Expertise.
Job Description
Purpose of the position:
The purpose of the position is to manage a WFM team on performance, quality and output. Besides this purpose the WFM Manager also ensures and enables development of the team and the employees within his teams
Key task & result areas:
(Human side) Responsible for job performance and general development of each team member:
  • Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements
  • Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
  • Periodically reviewing personal development by means of mutual discussion and recording of personal development
  • Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively
  • Having regular team meetings and organising team building activities
  • Attending and carrying out screening tests
(Product side) Development and continuous improvement of WFM in favour of Operations, in such a way that optimum service, support and performance is delivered:
  • Support and enable the development, optimising and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility
  • Continuous improvement aiming for a more efficient and effective way of working in regards to the areas of responsibility
  • Determine requirements, conditions and targets for the department and/or area of responsibility
  • Managing expectations of internal customer
  • Increasing satisfaction level of internal customer
  • Assure processes and documentation of processes are fulfilled as intended by the members of the team and in accordance with the Xerox standard way of working and COPC
  • Review performance of department based on defined WFM metrics (Table F) with the teams and assure improvement plans and actions are taken
(Implementation) In charge of ensuring a successful WFM implementation:
  • Organising and allocating of work of team members and the department
  • Increasing satisfaction level of stakeholders (Operations, other WFM departments etc.)
  • Create and achieving set targets and deployment of annual plans
  • In charge of troubleshooting and problem solution
  • Dealing with complaints and dissatisfaction in regards to the area of responsibility
Social interaction:
The WFM Manager performs various activities in close collaboration with his WFM Supervisors, WFM Specialists or WFM Business Partners and his WFM Management team colleagues. The WFM Manager provides directions towards his team members. Outside the WFM department the WFM Manager can be the representative or escalation point of contact for WFM and his area of expertise or responsibility, for example towards Operations, HR, Compliancy and Recruitment.Intermediating role in the occurrence of complaints and problems.
Job Requirements
Education requirement
Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
Minimum skills to hire:
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
Advanced proficiency of mathematical and analytical skills
Advanced proficiency of communication and feedback skills, interview and meeting structures and roles
Strong pro-active and result orientated collaboration skills on multiple levels
Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
Ability to focus on performance and results, and to act accordingly
Advanced problem signaling and solving skills
Strong leadership and coaching skills
Knowledge of general contact center processes
Proficiency to organize, host, plan and participate effectively in a meeting
HR process and management skills
Proficiency and knowledge of the complete WFM process and advanced knowledge in regards to the area of responsibility
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
Convincing and Influencing skills
Knowledge of the COPC and Lean Six Sigma methodology
Advanced proficiency and knowledge of MS Office (Excel)

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.


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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We celebrate new ideas and turn them into unique customer value.

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