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Conduent Senior Workforce Management Business Partner in Anderson, Indiana

About Conduent

Conduent delivers mission-critical ​services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all  insured patients  in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through  toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.

Job Description

General Information

Context: The WFM Senior Business Partner is besides the regular WFM Business Partner tasks responsible for a number of WFM Business Partners as a team leader, has the role of a mentor towards them and provides coaching to support the development of the WFM Business Partner. The WFM Senior Business Partner is also first point of escalation towards the service delivery, supports large projects, new intakes and is back-up in cases of annual leave, sickness, attrition.

The WFM Senior Business Partner requires specialized depth and/or breadth of expertise, interprets internal or external business issues and recommends best practices, solves complex problems; takes a broad perspective to identify innovative solutions, works independently, with guidance in only the most complex situations, may lead functional teams or projects.

Span of control: +/- 1-3 FTE of WFM Business Partners

Job Description

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 Senior Business Partner is the First Point of Contact and responsible for WFM in one or more clients/accounts. WFM Senior Business Partner focus on adding value by:

  • Managing Communication Lines and assure meeting structures (Planner, Traffic/RTA, Operations)

  • Secure Organizational 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

Besides these tasks the WFM Senior Business Partner also has a mentoring, foreman and team leader role towards WFM Business Partners and performs as first point of escalation and support (e.g. back-up). Also, focus on coaching, innovation, intake of new projects, large project coordination and representation of WFM in client meetings.

Key task & result areas: (Human side, in case of direct reports) Responsible for job performance and development of each team member:

  • Establishing which capabilities are required and into which level individual team members have the potential to fulfil these requirements

  • Monitoring the implementation of work activities of individual team members, qualitatively and quantitatively

  • Training new team members in terms of general skills, review training progress of team members and assure skill verification takes place

  • Periodically reviewing personal development by mutual discussion and recording of personal development

  • Coaching/motivating and mentoring team members to enable them to fulfil requirements, qualitatively and quantitatively in accordance to the development plans and paths which were determined

  • Having regular team meetings and organizing team building activities

  • Attending and carrying out screening tests, pre-hire tests, job interviews etc.

  • Work with HR and recruitment to achieve policy and process improvement

(Product side) Development and continuous improvement of services delivered by WFM in favor of the Operations, in such a way that optimum quantitative results are achieved and in line with WFM statement of direction:

  • Developing, optimizing and safeguarding the structure, systems, instruments and procedures in relation to WFM at Account level

  • Takes responsibility for WFM delivery and quality on an account level of a large program or few medium sized programs within multiple regional or business segments.

  • Leads functionally the assigned WFM employees to ensure the support given meets the operational needs.

  • Oversees the relationship between WFM and operations and access to the primary point of contact for any operational concerns for the entire account.

  • Ensures that the collective set of WFM resources and processes realizes the right number of operational resources at the right time and at the right cost across the entire production account.

  • Mentors & trains WFM employees in general skills, program specific processes, reviews training progress, and ensures skill verification takes place.

  • Optimizes WFM performance by continuously exposing and addressing opportunities.

  • Integrates additional operational & WFM resources (e.g. WFM Application Support & Analytics or Operational Management) where needed to resolve process bottlenecks and/or other obstacles.

  • Driving continuous improvement and innovation initiatives for a more efficient and effective way of working and WFM deliverables

  • Determine conditions and targets of WFM

  • Managing expectations of internal customer (Accounts)

  • Increasing satisfaction level of internal customer (Accounts)

  • Highlighting alterations in company regulations and strategy changes regarding or impacting planning and schedules and consulting HR department

  • Deploying and safeguarding implementation WFM in accordance with COPC and Conduent standard way of working and coordinate and control COPC alignment and certification tasks

  • Interface with external client regarding WFM performance and Forecast/Capacity Management or other WFM related topics, representing WFM during QBRs or other client facing moments

  • Assure alignment of WFM approaches with contractual agreements and/or communicate about differences and challenges with stakeholders to determine best suitable approach or solution

  • Review performance of WFM projects for which being accountable (via Table F) and support and promote continues improvement initiatives within the responsible teams

  • Assure performance and deliverables of WFM are in line with the Service Level Agreement made with the Service Delivery

  • Analyzing and advising of possible production and team optimization

  • Detecting and reporting of possible bottlenecks

Also preparing, supporting the WFM Business Partner and taking coordination of the intake of new projects, large changes within projects, onboarding or closing additional LOBs, in such a way that a timely and qualitatively informed implementation can be realized:

  • Evaluating required and available capacity (people, work space, WFM capacity and staff), pointing out discrepancies and working out consequences at the Account level or in corporation with the WFM SPC management

  • Consulting with Operations and General Manager about assigning projects in existing teams, setting up new CSR teams etc. and taking into account availability and level of experience of CSR staff.

  • (Implementation) In charge of ensuring a successful Conduent standard WFM approach implementation:

  • Safeguarding and encouraging communication amongst staff, based on communication lines, meeting structure and requirements to the organization of the account

  • Quality control of delivered WFM products and processes

  • Organizing and allocating of work and tasks, together with WFM Business Partners, SPC WFM Supervisors for Planners, Schedulers and Traffic staff

  • Evaluating and implementing restoring measures Increasing satisfaction level of stakeholders (OM/GM, DM/OPS Manager, TL/Supervisor, CSR, and WFM staff)

  • Achieving set targets / WFM targets

  • In charge of troubleshooting, feedback/issue collection and problem solving or solution deployment,

  • Dealing with complaints and dissatisfaction regarding WFM, first point of escalation for service delivery

Performs all other duties as assigned

Social interaction: The WFM Senior Business Partner performs various activities in close consultation and collaboration with WFM Business Partner, WFM Management and the WFM shared production centers and/or WFM support team. Besides them the WFM Senior Business Partner has frequent contact with operational management (operational and general Manager), Client (partner/vendor Management) and other supporting departments within Conduent. Directing a group of WFM Business Partners. Intermediating role and point of escalation in the occurrence of complaints and problems.

Additions: A good and broad knowledge of and experience within a WFM or Customer Care/Call Center environment and proficiency at communicating at different levels and in different styles are required and essential for this position.

Job Requirements

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

Minimum skills to hire:

Minimum Effective and strong operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

Minimum Advanced proficiency of mathematical and analytical skills

Minimum Advanced proficiency of communication and feedback skills and interview/meeting structures

Minimum Strong collaboration skills

Minimum Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X

Minimum Ability to focus on performance and results, and to act accordingly

Minimum Proficiency and experience with forecasting, capacity management, production and/or personnel planning

Minimum Advanced problem signaling and solving skills

Minimum Advanced proficiency and knowledge of MS Office (Excel)

Minimum Knowledge of and/or experience with WFM systems, preferably NICE IEX

Minimum Knowledge of general contact center processes

Minimum Leadership and mentoring skills

Minimum Coaching skills and experience

Minimum Project, time and change management skills

Minimum Knowledge of the COPC methodology

Minimum Knowledge of the Lean Six Sigma methodology

Minimum Result-oriented collaboration skills

Minimum Proactivity

Minimum Proficiency in using the right influencing skills at the right situation

Preferred Experience in applying coaching and leadership skills at management level of small teams

Preferred Experience and skills in HR management and processes

Preferred Proficiency to organize, host, plan and participate effectively in an (internal and external) meeting or provide group presentations and workshops

Success factors:

  • Strong communication skills (on different levels within the organization) spoken and written in local and English language

  • Knowledge of and experience with WFM systems

  • Well-developed and proven analytical & mathematical abilities

  • Initiative

  • Team player

  • Result oriented

  • Punctual and accurate work methods

  • Convincing and influencing skills

  • Organization awareness

  • Initiative

  • Flexible

  • Ability to organize and coordinate tasks/work

  • Broad WFM experience

  • Building trust

  • Helps others develop

  • Think in Solutions

  • Customer oriented and self-assured communication and way of working

  • Innovative

  • Management, feedback and coaching skills

Closing

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. You may also click here to access Conduent’s ADAAA Accommodation Policy.

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