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. .
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.
WFM Planner is part of WFM Shared Production
Responsible for the forecasting of interactions and productivity, capacity management, pool management, production planning and staff planning of one or more Client Teams.
Coordinating the required capacity and deployment in agents and workplaces within a Client Team, in such a way that optimal utilization and occupancy is realized and the project KPI’s made can be met.
Scope : Specific :
The job holder works commissioned and under responsibility of a WFM Business Partner.
The operational performance of tasks of the WFM Planner takes place for the benefit of one or more Client Teams.
For clear insight into planned and available capacity at all projects, every WFM Planner uses the same centrally supplied WFM / planning tools and follows the same processes and procedures.
Senior level job with extensive work experience
Has developed expertise in a variety of work processes through job-related training
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
Works autonomously within established procedures and practices
May provide immediate direction to a unit or group of employees, assigning tasks, checking work at frequent intervals and maintaining schedules
A portion of time is normally spent performing individual tasks relation to the unit or sub-unit
Will have specialized external certification (technical roles)
Primary Responsibilities :
Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized.
To this end :
Collecting, organizing and assessing data regarding the expected short and medium-term production;
Adjusting the production planning based on experience data and additional information of Delivery Manager and Client Team Manager;
Preparing forecasts for the medium term (at least 13 weeks) in consultation with the Client Team Manager and Delivery Manager;
Reporting the planning information, both internally to Client Teams and to WFM Business Partner.
Taking care of the requirement planning and staff planning (agent schedules) of the Client Team, in such a way that optimal occupancy of the Client Team is realized, the service level agreements can be realized and the production plans are approach the best way possible.
To this end : pool management; updating the planning files regarding the projects and the skills and availability of any special arrangements with agents and call workers.
Monitoring and anticipating on the qualitative and quantitative availability of production capacity.
Signaling and applying for training for agents based on capacity demands (such as a shortage in staff with a certain skill).
Assessing and possibly adjusting the staff planning generated by the automated system, signaling details, errors and shortcomings
Adjusting the production planning to unforeseen circumstances, requested and granted leave, sickness reports etc.
Approving / denying requests for leave, availability, switched shifts etc
Publishing the schedules to the agents and the other stakeholders.
Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner.
To this end :
Informing the Delivery Manager and WFM Business Partner about the necessity to adjust the forecast in case of structural deviations.
Analyzing and issuing advice on possible optimization of production and staff deployment.
Signaling and reporting possible bottlenecks