Experience Inc. Jobs

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:

Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis. Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler in creating the schedule and reviews the output of the scheduling process before transferred to WFM Intraday Management. All these tasks are performed in such a way that optimal utilization and occupancy of the workforce is realized and project KPI’s can effectively be met.

• Establishing and updating the forecast, long term capacity planning (+13 weeks) and production planning, in such a way that optimal utilization and occupancy for the project(s) can be realized and KPI targets of the Service Level Agreement can be met.

• Collecting, reviewing and correcting data which can be used for regarding short-, medium- and long-term forecasting of required metrics and inputs

• Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition and/or other required metrics for the business segments within a given program as input for the capacity and resource plans.

• Administers the 52-week capacity, staffing, and resource plans to manage up and down scaling of labor and resources.

• Adjusting and fine tuning the forecast based on experience data, client input, external factors and additional information of Operational Management

• Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately covers demand forecast, while accounting for known constraints, planned events/holidays & business objectives.

• Analyses performance, especially productivity, utilization and occupancy, to uncover trends (behavioral & actuals against forecast) to improve forecast & capacity management process.

• Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.

• Coordinates with recruiting and/or operations leadership on the timing & quantity of new hire requisitions.

• Reporting the planning information to Operational Management, WFM Intraday Management and to the WFM Business Partner

Education requirement:

• Bachelor’s degree with Math, Business, and/or Statistics focus.

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

Skills Required:

• Advanced 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

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

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

• Problem signaling and solving skills

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

• Advanced proficiency and knowledge of MS Office (Excel)

• Knowledge of the COPC methodology

• Knowledge of the Lean Six Sigma methodology

• Result-oriented collaboration

• Proactivity

• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology.

• Effective communication & feedback

• Experience as a forecasting analyst, or as a staff planning analyst and/or a scheduler with forecasting experience.

• Understand how to trend & research

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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.