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Workforce Administration Manager - Richmond, Virginia

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
The Manager of Workforce Management (WFM) is responsible for all WFM tasks within the Central Processing Unit (CPU).  Key responsibilities will include monitoring and assigning CPU application workloads, forecasting of completion to ensure compliance with contracted Service Level Agreements.  Workforce Manager will work closely with the department manager to develop plans for application processing.  Establishing effective relationships with internal and external partners as well as operational leadership to ensure daily service level metrics and business goals are met.

Scope
Two plus years of experience leading highly-motivated, high-performing teams. Two years of experience with forecasting, capacity planning and real-time workforce management. Proficient with Microsoft Office (Excel). Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, real-time monitoring, and case assignment. Strong quantitative/analytical skills.  Excellent interpersonal, written, verbal and listening skills.  Absolute team player who consistently demonstrates respect, inclusion and an open mind.  Proven ability to coach to, and drive for, results and provide strategic value.   Able to promote change by influencing and guiding others in a positive manner.  Strong project management skills.  Performs any other related duties as required or assigned. 

Skills and Qualifications
Prefer Bachelor Degree but would accept a Associates Degree and combination of experience in lieu of the Bachelor Degree
Prefer two (2) years’ experience in Workforce Management, preferably in centers with at least 50 employees.
Experience with Workforce Management software (scheduling, performance tracking, reporting)
Demonstrated strong analytical skills, with emphasis on forecasting.
Ability and willingness to learn new software applications.
Skills in complex problem solving, judgment, critical thinking and decision making.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Ability to organize information and have attention to detail and accurately follow procedures.
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
Ability to effectively communicate orally and in writing with co-workers, management team, other departments, vendors, and outside agencies

Ability to work occasional mandatory evenings and weekends to meet deadlines.


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.



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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