Analyst I, Workforce Administration
Conduent, Inc.
Bangalore, Karnataka,India
4d ago


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. .

Purpose :

  • Responsible for the effective usage of client resources. Provides operational support through efficient scheduling and workforce deployment.
  • Monitors queues, forecast & schedule staffing, plan seating capacity for shifts on daily basis & dialer planning. Tracks and reports on operational performance & business metrics.

  • The WFM Business Partner is responsible for one of more accounts regarding the WFM product delivered. The operational deployment of planning, scheduling and traffic tasks can be outsourced by WFM Business Partner to a WFM Shared Production Center.
  • The WFM Business Partner however, has responsibility for the overall WFM delivery.

  • The WFM Specialist purpose is the (Further) design and development, implementation, and standardization of processes, reporting, tools and methodologies to Xerox and industry recognized standard and the development and deployment of a WFM Way of Working and doing analysis on the WFM process and KPI development, aiming to secure the quality and continuity of the WFM process and Best Practice Sharing (within the department).
  • WFM Application Support :
  • The role holder is responsible to understand the business needs and identify how best to meet those needs using WFM systems and tools.
  • This includes working with the business and the technology areas to gather requirements for development and management. The role oversees the effort to analyze, validate and document the business and WFM system requirements.

  • The role holder is acting as a bridge between WFM and the IT-groups, and is responible for a functional design that supports business request or opportunity and is based on the WFM COE Standards and SOP's.
  • This role oversees the functional design of WFM systems that will be used to implement the WFM transformation solutions.
  • This is done through research and fact-finding combined with a deep understanding of applicable business processes, WFM systems, and industry requirements.

  • The role is responible for the deveopment, building and maintanance of all technical WFM tools that are not part of IT-domain.
  • Scope : Specific :

    Specific :

  • WFM Business Partner ensures vital contribution in realisation of production by using the right CSR (skills) at the right moment, in the right amounts, to the right costs in such a way that operations can realise and / or optimize its financial and quantitative targets.
  • The WFM Business Partner is the First Point Of Contact and responsible for WFM in one or more clients / accounts.

  • The Specialist performs various activities like Analytics, Training & Development, Quality & Control, Process Improvements, Sales Support, Project Manaement.
  • WFM Application Support :
  • Analyse projects and create configuration design, maintain and support various WFM tools;
  • Autonomy :
  • Works under broad direction.
  • Full accountability for own work or project / supervisory responsibilities.
  • Receives assignments in the form of objectives.
  • Establishes own milestones, team objectives and delegates assignments.
  • Work is often self-initiated.
  • Influence :
  • Influences organization, customers, suppliers and peers within industry in area of specialization.
  • Significant responsibility for the work of others and for the allocation of resources.
  • Decisions impact on success of assigned projects i.e. results, deadlines and budget.
  • Develops business relationships with customers.
  • Complexity :
  • Challenging range variety of complex technical or professional work activities.
  • Work requires application of fundamental principles in a wide and often unpredictable range of contexts.
  • Understands relationship between specialism and wider customer / organizational requirements.
  • General :

  • Builds knowledge of the organization, processes and customers
  • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
  • Receives a moderate level of guidance and direction
  • Moderate decision making authority guided by policies, procedures, and business operations protocol
  • Primary Responsibilities :
  • WFM Business Partner
  • WFM Business Partner
  • Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;
  • Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
  • Training new team members in terms of general skills;
  • Periodically reviewing personal development by means of mutual discussion and recording of personal development;
  • Coaching / motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;
  • Having regular team meetings and organising team building activities;
  • Attending and participating in planning consultation between WFM and Client Team regarding planning;
  • Attending and carrying out screening tests;
  • Developing, optimising and safeguarding the structure, systems, instruments and procedures in relation to WFM at Client Team level;
  • Continuous planning improvement aiming for a more efficient and effective schedule;
  • Determine conditions and targets of WFM;
  • Managing expectations of internal customer (Client Team);
  • Increasing satisfaction level of internal customer (Client Team);
  • Highlighting alterations in company regulations regarding planning and schedules whilst consulting HRM department;
  • Developing and safeguarding implementation WFM in accordance with COPC standard;
  • Evaluating required and available capacity (people and work space), pointing out discrepancies and working out consequences at Client Team level;
  • Consulting with Client Team manager and Delivery manager about assigning projects in existing teams, setting up new CSR teams etc.;
  • Recording availability and level of experience of CSR staff;
  • Safeguarding and encouraging communication amongst staff;
  • Quality control of delivered WFM products and processes;
  • Making available in good time the weekly schedule for all Client Teams;
  • Organising and allocating of work for Planners, Schedulers and Traffic staff;
  • Evaluating and implementing restoring measures;
  • Increasing satisfaction level of stakeholders (CTM, DM, TL, CSR, Planners, Traffic staff);
  • Achieving set targets / WFM targets;
  • In charge of troubleshooting and problem solution;
  • Dealing with complaints and dissatisfaction regarding WFM;
  • Safeguarding a working method in accordance with COPC standard;
  • Analysing and advising of possible production and team optimization;
  • Detecting and reporting of possible bottle-necks.
  • WFM Specialist
  • Development, improvement and implementation of (new) processes, procedures, policies, standards and ways of working within the WFM department;
  • Performing and / or supporting during (internal) COPC audits regarding the WFM Processes (COPC Standard chapter 2.5);
  • Implementation (new) projects, and teams;
  • Keep process, procedure, formats and policy documentation up to date and man-age the related content (platform);
  • Initiate, support, coordinate and execute WFM improvement projects and WFM team development;
  • Deployment and customizing of solutions and formats supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy;
  • Actively participate in and enable or organize Best Practice Sharing;
  • Development of solutions and formats supportive for Forecasting, Capacity Man-agement, Scheduling, Traffic and COPC compliancy;
  • Development of Reports and Analysis of data (from different sources and reports) which result in advice to come up with improvement plans;
  • Performs all other duties as assigned.
  • WFM Application Support :
  • Takes responsibility for investigative work to determine WFM systems requirements and specify effective business processes, through improvements in WFM systems, data management, practices, procedures, organization and equipment.
  • Applies and monitors the use of required modeling and analysis tools, methods and standards;
  • Conducts investigations at a high level for strategy studies, requirements specifications and feasibility studies. Defines, plans and justifies (in business terms) projects to develop / implement automated and non-
  • automated components of new or changed processes;
  • Takes responsibility for investigative work to determine WFM system requirements, and specify effective business processes.
  • Organizes their implementation through improvements in WFM systems, data management, practices, organization and equipment.

    Applies and monitors the use of required modeling and analysis tools, methods and standards in an intelligent and effective wa;.

  • Co-operates with senior client and WFM staff as required, conducting investigations at a high level for strategy studies, requirements specifications and feasibility studies;
  • Maintains technical awareness at a level where alternatives can be analyzed, modeled and classified according to technical feasibility and performance;
  • Utilizes WFM experience and skills to assess and advice on the practicability of alternatives, marrying up technical limitations with operational realities;
  • Takes responsibility as needed for the detailed specification and modeling of recommended solutions using resources, standards, methods and tools as required;
  • Maintains links with appropriate counterparts within both software engineering and service delivery functions and plays a full part in bringing WFM systems to implementation as detailed by organization policies and methods;
  • Develops, creates, and maintains WFM tools that are not delivered by IT;
  • Applies available WFM COE standards, methods and tools in an intelligent and effective way, and produces a consistently high standard of documentation of both a technical and a descriptive nature;
  • Plans, arranges and controls meetings, workshops and relations with client / user staff during WFM system investigations and throughout subsequent development work.
  • Takes responsibility at a high level for the proper conduct of such relations;
  • Defines, plans and justifies (in business terms) projects to develop / implement automated and non-automated components of new or changed processes;
  • Assists clients / users in defining acceptance tests for WFM systems, and takes responsibility for their proper execution.
  • 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, sex, marital status, sexual orientation, physical or mental disability, 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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