Workforce Management Planner

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 WFM Planner will be responsible for managing the forecasting for customer interactions, processing time, shrinkage, attrition and/or other required metrics.

They will also be required to assist in the capacity management process. In addition they will be responsible for generating staffing schedules that meet the business needs.

All these tasks are performed in such a way that optimal utilisation and occupancy of the workforce is realised and project KPI’s can effectively be met through using the Nice Workforce Management System.

Permanent contract
37.5 hours per week
Salary £28,000 - £35,000 (depending on experience)

Key Tasks:

• Establishing and updating the forecast, long term capacity planning and production planning, to ensure optimal utilization and occupancy for the project
• Collecting, reviewing and correcting data which can be used for regarding short-, medium- and long-term forecasting of required metrics and inputs
• Develops forecasts and 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 capacity, staffing, and resource plans to manage up and down scaling of labour and resources.
• Adjusting and fine tuning the forecast based on experience data, client input, external factors and additional information of Operational Management
• Analyses performance, especially productivity, utilization and occupancy, to uncover trends (behavioural & actuals against forecast) to improve forecast & capacity management process.
• Develops the program hiring strategy alongside the 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.

Job Dimensions:

• Communicates directive guidelines for the WFM Schedulers to ensure schedules cover demand forecast while accounting for known constraints, planned events/holidays and business objectives.
• Reviews performance, productivity, utilization, and occupancy to uncover trends and improve forecasting and capacity management.
• Provides informal guidance to new team members.
• Uses an understanding of key business drivers to accomplish own work.
• Uses best practices and business knowledge to improve products and services.
• Solves complex problems and takes a new perspective on existing procedures.
• Performs technical-based activities.
• Contributes to and manages projects.
• Uses deductive reasoning to solve problems and make recommendations
• Performs other duties as assigned.
• Complies with all policies and standards.

The successful candidate will be able to demonstrate the below abilities:

• Self-starter, requiring minimal guidance.
• Act as a resource for colleagues with less experience.
• Have conceptual expertise of theories, practices, and procedures.
• Work within broad guidelines and policies.
• Exchange complex information and ideas effectively.
• Leverage previous knowledge and expertise to achieve results.
• Solve problems based on technical experience and judgment.

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.

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.

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