WFM Trafficker (Dutch)

Conduent

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 its 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. 

İŞ TANIMI

WFM TRAFFICKER

How does your job look like?

You ensure that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy). Precise realization of agent schedules, but in such a way that theConduent - and specific project-targets (KPI’s) are met within the set policy.

Required Skills and Experience

• Native level of Dutch and  Good level of English
• 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
• Knowledge of general contact center processes
• Problem signaling and solving skills
• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology

Responsibilities

• Intraday periodical monitoring of forecasted planning parameters and applying corrective actions if the realization deviates from the forecast. This should be done in such a way that project KPI's are achieved and/or optimized as much as possible / close as possible to the target.
• Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, shrinkage, attainment and coverage and other relevant planning parameters
• Periodical intraday and intraweek taking corrective actions in such a way that quantitative project KPI's are achieved at day and/or week levels. Or advise these corrective actions to Operational Management.
• Intraday reforecast of planning parameters
• Intraday and intraweek rescheduling of agent schedules; intraday adaptation of agent schedules
• Record relevant events and incidents
• Review schedule for schedule transfer and determine daily and weekly strategy for intraday management