Workforce Management Analyst II

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description The purpose of the position is to (further) develop, implement, and standardization of processes and methodologies to Conduent and COPC Standard and the development and deployment of a WFM Way Of Work, with the aim of guaranteeing the quality and continuity of the WFM process and Best Practice Sharing (within the department). DUTIES AND RESPONSIBILITIES Development, improvement, and implementation of (new) processes, procedures, policies, standards, and ways of working within the WFM department and according to the COPC Standards, Conduent Company policies and taking into account company and industry best practices Create, document, and deploy the standard way of working Supporting during (internal) COPC audits regarding the WFM Processes Implementation (new) projects, and teams, in close corporation with WFM Sales Support, other WFM Support teams (COE Training, COE Audit, WFM BIM), and WFM Operation or WFM Program Management Keep process, procedure, formats, and policy documentation up to date and manage the related content (platform), control, approve and make changes to the processes, procedures, and formats Deployment and customizing of solutions and processes supportive for Forecasting, Capacity Management, Scheduling, Traffic and COPC compliancy Actively participate in, enable Best Practice Sharing, transform best practices into standard procedures, and Conduent WFM way of work REQUIREMENTS AND QUALIFICATIONS Bachelor’s Degree: Business Information Management, Economics, Logistics, Communication 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 communication skills and interview/meeting structures Medium-advanced computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X Advanced proficiency and knowledge of MS Office (Excel) Proficiency and experience with forecasting, capacity management, intraday management, modeling production, and/or personnel planning Proficiency to organize, host, plan and participating effectively in a meeting and determining plans and (project) goals NICE TO HAVE SKILLS Knowledge of and/or experience with WFM systems, preferably NICE IEX Knowledge of and experience within general contact center processes Closing 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, gender expression, sex/gender, marital status, sexual orientation, physical 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