workforce Management analyst iConduent

About Conduent
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
Context:
WFM Trainee is the person who takes part in the WFM Traineeship Program.
The WFM Trainee position can be covered only during the 2-year traineeship period.
The WFM Trainee is responsible for attending all WFM program trainings and for covering the 3 KCR roles in accordance with the program' structure, as follows:
WFM Traffic Analyst
WFM Scheduler
WFM Planner
The goal of the WFM Traineeship Program is to create a pipeline of WFM specialists who are ready for Business Partner roles.
The position is hierarchically located under a Supervisor WFM Shared Production Centre
Key task & result areas:
Learning & development tasks
Attend all trainings and learning opportunities assigned during the program
Achieve passing scores in all trainings, knowledge tests and evaluations carried out during the program
Technical tasks:
For each of the 3 WFM roles covered during the program, the WFM Trainee will work under the direct supervision of a WFM Supervisor and will be accountable for fulfilling delegated responsibilities, as follows:
2.1. Traffic Analyst: perform duties as assigned by WFM supervisor related to
intraday monitoring activities (realized vs forecast) & applying corrective actions
schedule maintenance (intraday and intraweek rescheduling, intraday adaptation, review for schedule transfers, etc)
intraday reforecast of planning arrangements
records events and incidents that influence forecasts and KPI realization for impact analysis and future planning purposes.
2.2. Scheduler: perform duties as assigned by WFM supervisor related to
calculation & delivery of net and gross requirement for each workflow
employee schedules creation, accuracy of calculation done by the system and schedule optimization against the requirement
maintenance and adjustment of agent configuration in the WFM tool
reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
2.3. Planner: perform duties as assigned by WFM supervisor related to:
updating the forecast, long term capacity planning (+13 weeks) and production planning
communication of directive guidelines for the WFM Schedulers
analysis performance (productivity, utilization, occupancy) to uncover trends
Other tasks:
follow the guidelines, SOPs, and policies in place specific to each role/team/client
attend team meetings as per WFM structure
actively participate as a member in the assigned team
ensure per agreed objectives for each job role are met on time
under the supervision of the coordinator of the program, work closely with other WFM trainees in delivering any group assigned projects/task
Social interaction:
The WFM Trainee performs various activities in close consultation and collaboration with:
WFM Coordinator
WFM Trainers
WFM Trainees
WFM Senior/Supervisor
WFM RTA
WFM Traffic Analyst
WFM Scheduler
WFM Planner
WFM Business Partner
Closing
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: . You may also .
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.
Conduent

Cebu City, Cebu
Permanent
Full-time