Posted On: 02-12-2018
Position Title: Director WFM Operations International
Job Location: India
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General Information  
Context: Conduent, a Digital Interaction Company, is looking for a Director WFM Operations International. Targeted location is India. The role is responsibility for the performance, output and quality delivered by WFM Shared Production Centers located in India, Romania and Turkey, supporting EMEA and global accounts/clients. The WFM Shared Production Centers are delivering all WFM core functions like forecasting, capacity planning, resource planning, requirement calculation, scheduling and intraday management. This job has the opportunity to develop in a more comprehensive WFM roll. The role leads a team of WFM Site Managers WFM. It is Conduent Workforce Management ambition to support one Conduent beyond Customer Care.
Reports to: Vice President of Global Workforce Management
Span of control: 3 Site Managers WFM Shared Production Centers


Job Description  
Purpose of the position: The purpose of the position is to manage WFM Shared Production Centers on performance, quality and output and coordinating achievement of targets/goals and ensure a high performance delivery of WFM on an operational level. Besides this purpose the WFM Director also ensures and enables development of his team and the employees within his team(s).
Key task & result areas: Responsible for job performance and general development of each team member:

ü  Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements

ü  Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively

ü  Develop the WFM Operations organization


Development and continuous improvement of WFM (on operational level) in favour of Account/Client, in such a way that optimum service, support and performance is delivered:

ü  Support and enable the development, optimising and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility

ü  Continuous improvement aiming for a more efficient and effective way of working in regards to the areas of responsibility

ü  Determine requirements, conditions and targets for the department and/or area of responsibility

ü  Assure processes and documentation of processes are fulfilled as intended by the members of the team and in accordance with the Conduent standard way of working and COPC

ü  Review performance of departments and programs based on defined WFM metrics (e.g. Table F) with the teams or managers and assure improvement plans and actions are taken

ü  Develop, determine, set and review progress of (annual) goals and plans aligned with the department annual plan

ü  In charge of troubleshooting and problem solution


Relationship management:

ü  Build strong en sustained relationships with stakeholders

ü  Develop and maintain strong communication lines (aligned with the government structure) between WFM and Operations and within the own WFM organization

ü  Managing expectations of internal customer and stimulate corporation

ü  Increasing satisfaction level of internal customer

ü  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.

ü  Promote WFM towards others within the organization

Social interaction: The WFM Director performs various activities in close collaboration with his WFM Managers, WFM Business Partners and his WFM leadership team. The WFM Director provides directions towards his team members / reports. Outside the WFM department the WFM Directors 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.


Job Requirements  
Education requirement Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics
Minimum skills to hire: Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
  5-10 years of Workforce Management experience in various roles (planning / intraday)
  2-5 years’ experience in BPO environment
  2-5 years’ experience with centralized delivery (Command Center, Mission Control, Shared Services) in larger WFM environment (+2000 agents)
  Advanced proficiency of mathematical and analytical skills
  Advanced proficiency of communication, feedback skills, interview and meeting structures and roles. Being able to act and communicate on various levels within the organization
  Strong pro-active and result orientated collaboration skills on multiple levels
  Ability to focus on performance and results, and to act accordingly
  Advanced problem signaling and solving skills
  Strong leadership and coaching skills
  Knowledge of and experience within general contact center processes
  Proficiency to organize, host, plan and participate effectively in a meeting and determine plans and (project) goals
  HR process and management skills
  Proficiency and knowledge of the complete WFM process and advanced knowledge in regards to the area of responsibility
  Strong convincing and Influencing skills
  Customer expectation management and customer orientation skills


Version: 1.1
Latest Update: 6th of February 2018