Workforce Management Real Time Analyst
Workforce Management Real Time Analyst
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$ 41360 - 51700
1 Vacancy
Job Description
About Conduent:
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.
Job Description: Workforce Management Real Time Analyst
About the Role:
Workforce Management Real Time Analyst at our BAKERSFIELD CA location.
Responsibilities:
- Processing and approving (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
- Monitors employee performance against work schedules and real-time productivity through applications.
- Processing attainment exceptions in the schedule of the CSR.
- Informs employees and/or supervisors about schedule changes.
- Processing changes to the schedule directed and/or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
- Communicates actual performance & productivity of employee KPIs to operational leaders to promote the achievement of KPI targets.
- Performs all other duties as assigned.
- Candidates must have 1 to 2 years experience in RTA Exp. for Realtime monitoring workflow and advanced reporting.
- Basic proficiency of mathematical and analytical skills
- Advanced proficiency of communication skills
- Strong collaboration skills
- Basic computer skills and elementary proficiency and knowledge of MS Office (Word Excel and Outlook) and Windows/Mac OS X
- Knowledge of and/or experience with WFM systems preferably NICE IEX
- Knowledge of the COPC methodology
- Result-oriented collaboration
- Knowledge of general contact center processes
- Elementary knowledge of the complete WFM process specific calculations procedures tools and terminology
- Advanced proficiency and knowledge of MS Office (Excel)
Flexible Working
At Conduent we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role you can expect the following working conditions:
- Onsite work: Work in our local office receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.
Working For You
Perks and rewards designed for you:
- Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your familys needs and start on the first day of employment.
- Retirement Savings: We will support you as you save for your future.
- Employee Discounts: We offer you access to a vast selection of global national and local discounts on merchandise services travel and more.
- Career Growth Opportunities: We help you thrive so together we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
- Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
- Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
- Great Work Environment: We are proud of our award-winning culture and the recognition weve received for our diversity efforts.
- Compensation: Pay Transparency Laws in some locations require disclosure of compensation-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation or sick time. The estimated salary range for this role is $41360 - $51700based on experience.
Required Experience:
IC
Employment Type
Full Time
