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WFM Business Partner - Monterrey, Mexico

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.

WFM Business Partner
The WFM Business Partner is responsible for one or more accounts regarding the WFM product and service delivered. The operational deployment of planning, scheduling and intraday tasks is internally outsourced and taken care off by one or more WFM Shared Production Center. The WFM Business Partner however, has responsibility for the overall WFM delivery, service and output. The WFM Business Partner is responsible for internal and external client facing and overall performance.
Purpose of the position
WFM ensures vital contribution in realization of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realize and/or optimize its financial and quantitative targets. The WFM Business Partner is the First Point of Contact and responsible for WFM in one or more clients/accounts.

WFM Business Partner focus on adding value by:
  • Managing Communication Lines and assure meeting structures (Planner, Traffic/RTA, Operations)
  • Secure Organization:al Structure, Process and Standard Operational Procedures
  • Assure Quality Control
  • Secure COPC and Conduent Standard Approach alignment
  • Giving advice to Operational Management and endorsing Continues Improvement
Job Requirements:
Strong communication skills (on different levels within the organization) spoken and written in local and English language.
1.    Knowledge of and experience with WFM systems
2.    Well developed and proven analytical & mathematical abilities
3.    Result oriented
4.    Punctual and accurate work methods
5.    Convincing and influencing skills
6.    Customer orientated
7.    Organization awareness
8.    Initiative
9.    Flexible
10. Ability to organize and coordinate tasks/work
11. Good knowledge of WFM processes, staffing/scheduling and contact center environment
Education requirement
Preferred
Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
Minimum
Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication or Mathematics
  • Effective and strong operational language proficiency of Business English and any other required languages to perform the job.
  • Advanced proficiency of mathematical and analytical skills.  
  • Advanced proficiency of communication skills and interview/meeting structures.  
  • 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.
  • Proficiency and experience with forecasting, capacity management, production and/or personnel planning.
  • Advanced problem signaling and solving skills.
  • Advanced proficiency and knowledge of MS Office (Excel).
  • Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision.
  • Knowledge of general contact center processes.
  • Leadership skills.
  • Coaching skills and experience.
  • Project, time and change management skills.
  • Knowledge of the COPC methodology.
  • Knowledge of the Lean Six Sigma methodology.
  • Experience in applying coaching and leadership skills at management level of small teams.
  • Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology.
  • Experience and skills in HR management or processes.
  • Proficiency to organize, host, plan and participate effectively in an (internal and external) meeting.



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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