Workforce Management Analyst

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.

The Workforce Management (WFM) Analyst works with the location’s Operations Management team to provide overall operational leadership that meets the organization’s production goals on a daily, weekly and monthly basis. The WFM will report to the Senior WFM and work in conjunction with other WFM’s on the Indiana Eligibility project.

The WFM Analyst may support one or more Regional Customer Service Centers (RCC), and work with the Central Change Center (CCC) WFM, and serve as a part of the Enterprise WFM team.

The WFM analyst must create, communicate and control the daily plan for production as required to support the business needs in this non-manufacturing production environment.

Local WFM activities are performed in collaboration with the Senior WFM, the location’s management team, the customer, and the Enterprise WFM team.

Work requires the ability to manage a diverse scope where the analysis of a situation or data requires the evaluation of a variety of factors including an understanding of current processes, personnel and business trends.

Schedules work to ensure adequate coverage for both processing requirements and phones (inbound calls)

Monitors priorities in processing work and calls and shifts workers to ensure timely resolution

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

Prepares standard reports to track workload, response time, and other departmental metrics.

Tracks and monitors staffing numbers and makes appropriate recommendations.

Forecasts the volume of client contacts. Uses forecasts to create schedules that will meet requirements for metrics and departmental goals.

Uses Stoplight and other appropriate staff notifications in accordance with procedures.

Delivers regular reports to the Executive Team, SBU Manager/PM, Operations Managers, Supervisors and other management as necessary.

Monitors task scorecard, task workflow monitoring, and directs task workflow.

Manages the workers’ queue designations, in both the workflow and the phone systems, based on workers’ skill levels and to ensure proper task focus.

Creates Intra-day, End-of-day, weekly and monthly reports that review daily production statistics, analyzes trends, identifies opportunities, and provides reasons for missed KPI’s (Key Performance Indicators).

Audits worker activity for adherence to schedule and attendance policy.

Assists with system support and problem resolution for the Workflow and Phone systems as required

May review and assist with the research of client complaints as requested

Attends daily Management meeting and/or WFM heads-up meetings

May lead local WFM call with local Conduent and Customer staff.

Other duties as assigned

Experience in the Indiana Customer Eligibility System (ICES), SMART, FACTS/WFMS, IEDSS

Minimal travel is anticipated with this position

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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