Conduent Senior Workforce Management Business Partner in Anderson, Indiana
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.
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
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.
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 structuresMinimum 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 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
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
Punctual and accurate work methods
Convincing and influencing skills
Ability to organize and coordinate tasks/work
Broad WFM experience
Helps others develop
Think in Solutions
Customer oriented and self-assured communication and way of working
Management, feedback and coaching skills
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.
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