Senior Call Center Workforce Manager I – El Paso, TX – Conduent

Posted On: 12-28-2017
Position Title: Senior Call Center Workforce Manager I
Job Location: El Paso, TX
Apply Online: https://jobs.conduent.com/job/el-paso/senior-call-center-workforce-manager-ii-iex-experience-preferred/13016/6428833

Responsibilities

Requisition ID: 17025511
Primary Location:United States-TX-El Paso
Other Locations:United States-TX-San Antonio, United States-North Carolina-Charlotte, United States-New Jersey-Cherry Hill, United States-Oregon-Portland, United States-Florida-Orlando, United States-North Carolina-Raleigh, United States-Colorado-Colorado Springs, United States-TX-Houston, United States-Virginia-Chesapeake, United States-Georgia-Atlanta, United States-Tennessee-Nashville
Vitrual/Work from Home:No
Category:Workforce Administration

Description

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. Learn more at www.conduent.com.

 

3.1.1 b Job Description WFM Senior Manager


General Information
Context:
The WFM Senior Manager position is located within the Workforce Management department of Conduent. The role deals with the human side of managing a team of managers (and/or supervisors) as well as the responsibility for the performance, output and quality delivered by a team. The position can be located within the WFM Operational, WFM Program Management or WFM Support organization.
Global Job Role Title:
Workforce Mgmt Manager II / Manager II, Workforce Administration
Global Job Role Code:
WMD042 / CA08D04100
Global Job Level:
M2 / D04
KCR Job:
No
Pre-hire Test:
No
Reports to:
WFM Director, WFM AVP or WFM Vice President
Span of control:
Group of WFM Managers or WFM Supervisors



Job Description
Purpose of the position:
The purpose of the position is to manage a WFM team (of managers) on performance, quality and output and coordinating they achieve the set goals and ensure a high performance delivery of WFM. Besides this purpose the WFM Manager also ensures and enables development of his team and the employees within his team(s).
Key task & result areas:
(Human side) Responsible for job performance and general development of each team member:
  • 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
  • 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
(Product side) Development and continuous improvement of WFM in favour of Operations, in such a way that optimum service, support and performance is delivered:
  • Support and enable the development, optimising and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility
  • Continuous improvement aiming for a more efficient and effective way of working in regards to the areas of responsibility
  • Determine requirements, conditions and targets for the department and/or area of responsibility
  • Assure processes and documentation of processes are fulfilled as intended by the members of the team and in accordance with the Xerox standard way of working and COPC
  • Review performance of department based on defined WFM metrics (Table F) with the teams and assure improvement plans and actions are taken
  • Develop, determine, set and review progress of (annual) goals and plans aligned with the department annual plan
  • In charge of troubleshooting and problem solution
Relationship management:
  • Build strong en sustained relationships with other Operational and WFM leaders
  • Develop and maintain strong communication lines (aligned with the government structure) between WFM and Operations or within the own WFM organization
  • Managing expectations of internal customer and stimulate corporation
  • Increasing satisfaction level of internal customer
  • Dealing with complaints and dissatisfaction in regards to the area of responsibility or share dissatisfaction items outside the own area of responsibility with the appropriate counterpart within the WFM management team.
  • Promote WFM towards others within the organization
Social interaction:
The WFM Senior Manager performs various activities in close collaboration with his WFM Managers (, WFM Supervisors) and his WFM Senior Management team colleagues. The WFM Senior Manager provides directions towards his team members. Outside the WFM department the WFM Senior Manager can be the representative or escalation point of contact for WFM and his area of expertise or responsibilities, for example towards Operations, HR, Account Management, Compliancy and Recruitment.Intermediating role in the occurrence of complaints and problems.
Additions:
N/A




Job Requirements
Education requirement
Minimum
Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
Minimum skills to hire:
Minimum
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
Minimum
Advanced proficiency of mathematical and analytical skills
Minimum
Advanced proficiency of communication, feedback skills, interview and meeting structures and roles. Being able to act and communicate on various levels within the organization
Minimum
Strong pro-active and result orientated collaboration skills on multiple levels
Minimum
Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X
Minimum
Ability to focus on performance and results, and to act accordingly
Minimum
Advanced problem signaling and solving skills
Minimum
Strong leadership and coaching skills
Minimum
Knowledge of and experience within general contact center processes
Minimum
Proficiency to organize, host, plan and participate effectively in a meeting and determine plans and (project) goals
Minimum
HR process and management skills
Minimum
Proficiency and knowledge of the complete WFM process and advanced knowledge in regards to the area of responsibility
Minimum
Strong convincing and Influencing skills
Minimum
Customer expectation management and customer orientation skills
Preferred
Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
Preferred
Knowledge of the COPC and Lean Six Sigma methodology
Key values:
  • Knowledge
  • Ownership
  • Responsibility
  • Decision
  • Action
Be an expert – power of knowledge
Take ownership of (WFM) processes
Take responsibility of performance and quality
Make decisions (to improve) – use your knowledge
Act (instead of report and expect someone else to act)
Success factors:
  • Managerial experience
  • Brought WFM experience
  • Analytical abilities
  • Power of persuasion
  • Building trust
  • Organization: awareness
  • Initiative
  • Team player
  • Result oriented
  • Customer oriented and self-assured communication and way of working
  • Punctual and accurate work methods
  • Ability to organize and coordinate tasks/work
  • Coaching
  • Flexibility


THIS IS NOT A VIRTUAL POSITION. YOU WILL REPORT TO ONE OF OUR LOCATIONS IN THE FOLLOWING CITIES:

ATLANTA, GA
RALEIGH, NC
PORTLAND, OR
CHESAPEAKE, VA
HOUSTON, TX
SAN ANTONIO, TX
CHARLOTTE, NC
COLORADO SPRINGS, CO
ORLANDO, FL
CHERRY HILL, NJ
NASHVILLE, TN

cal 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.

 

Travel:Yes, 25 % of the Time
Job Type:Experienced
Organization:Commercial Sector

2018-05-22T00:33:20+00:00