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Posted: Wednesday, January 31, 2018 8:45 AM

**Call Center Workforce Analyst \\- WF Experience Required \\- Staten Island, NY**
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\\. Learn more at www\\.conduent\\.com \\.
Workforce Analyst Call Center
Functional Description:
Position Purpose:Functions include overseeing the analysis of forecasting, scheduling, and management of intra\\-day staffing and service for multi\\-site Contact Center operations\\. The workforce consists of agent groups responsible for handling front and back\\-office operations, including inbound and outbound communications\\. Analysis of call center data to produce recommendations to maximize efficiency and control labor expense while meeting requirements for appropriate agent utilization and delivery\\. Analyzes real time and historical contact center performance and identify opportunities to improve performance\\. Identifies and manages the communication of real time volume drivers and system outages that impact performance\\.Reports directly to the Service Delivery Manager\\.
Essential duties may include, but are not limited to:
+ Utilizes Workforce Management platform for forecasting, scheduling, tracking, monitoring, and reporting the daily and monthly call center statistics; this includes, though is not limited to call center volumes, FTE, schedule adherence and service level achievement
+ Providing weekly and monthly metrics and analysis on Workforce Management operations
+ Oversee all real\\-time and intra\\-day activities to ensure operational goals are met\\. Provide real\\-time support by monitoring actual call volume to forecast, intra\\-day interval compliance, real\\-time shrinkage/expectation management and agent's AHT's \\(ATT, ACW, Hold\\) against goals\\.
+ Ensure all required WFM data is tracked and trended on a continuous basis
+ Ensure the accuracy and track call center schedule adherence
+ Perform Root Cause Analysis \\(RCA\\) on Service Level misses and forecast variances\\. Develop and implement action plans to reduce or eliminate root cause and improve operational performance
+ Communicate effectively with business partners and execute upon deadlines or milestones
+ Facilitate regular meetings with business partners to review planned activities and make recommendations for continual improvement of planning and execution\\.
+ Coordinate with other support and business areas to best schedule activities and events that will impact operational capacity through volume or workload\\.
+ Produce schedules needed to satisfy interval forecasts and analyzes requests for schedule adjustments, maintaining an appropriate balance between business and associate needs\\.
+ Constantly evaluate staffing alignment and make recommendations to management for realignment of resources\\.
+ Articulate resource deployment across multiple client segments, ensuring core segment achievement and cross\\-segment utilization \\(e\\.g\\. skills\\-based scheduling and optimization\\)\\.
+ Encourage and embody the highest ethical standards and uphold the Core Values\\.
+ Assist with special projects and other duties as assigned
Minimum Experience Requirements:
+ Minimum of 3\\-5 years of progressive experience in call center workforce management
+ Experience with Avaya CMS, IEX, or other WFM platform \\(e\\.g\\. Aspect eWFM, Verint\\)
## Required skills/abilities
+ Ability to organize work and set priorities\\.
+ Excellent quantitative and analytical skills
+ Excellent presentation and persuasive skills
+ Must be detail\\-oriented
+ Outstanding interpersonal and communication skills \\(verbal and written\\) with all levels, including senior management
+ Ability to navigate multiple applications simultaneously\\.
+ Ability to work with limited direction after initial training\\.
+ Ability to maintain strict confidentiality
+ Work effectively in a diverse environment
+ Ability to remain flexible and adapt to change
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 \\.
**Job** Client Services
**Primary Location** United States\\-New York\\-Staten Island
**Other Locations** United States\\-New York\\-Brooklyn, United States\\-New Jersey\\-Newark
**Organization** Public Sector
**Unposting Date** Ongoing
**Req ID:** 18000880
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst


• Location: New Jersey

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