Posted On: 06-09-2018
Position Title: WFM Senior Manager
Job Location: Raleigh, NC (Preferred) Portland, OR, Lexington, KY, Yukon, OK
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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:

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  Periodically reviewing personal development by means of mutual discussion and recording of personal development

ü  Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively

ü  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:

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 department based on defined WFM metrics (Table F) with the teams 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 other Operational and WFM leaders

ü Develop and maintain strong communication lines (aligned with the government structure) between WFM and Operations or 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:




Education requirement:



Minimum skills:


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.


Minimum Master’s Degree: Business Information Management, Economics, Logistics, Communication, Business Administration or Mathematics



Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

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

Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X

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

Preferred Skills:   Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision

Knowledge of the COPC and Lean Six Sigma methodology