Conduent Workforce Management Planner in Harrisburg, Pennsylvania
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.
PURPOSE OF POSITION:
Responsible for contractual reporting required by PennDOT, to include regularly scheduled reports and requests for ad hoc reports. Responsible for fulfilling internal report requests related to the telephone system, IVR and performance. Ensures staffing levels are optimized based on call pattern arrival. Will monitor real-time performance activity against defined goals. Identifies and reports real-time operational issues to the Senior Manager, Project Management or the Customer Experience Manager if the issue could impact the project's ability to achieve contractual performance requirements.
Secondary responsibilities include coordination of various recruiting and hiring tasks and backfilling responsibilities during peer or subordinate PTO periods as needed.
PRINCIPAL DUTIES AND RESPONSIBILITIES
The Driver and Vehicle Services Customer Care Center handles all telephone, e-mail and website inquiries for the Pennsylvania Department of Transportation, Safety Administration. Duties and responsibilities of the Workforce Management Planner include, but are not limited to:
- Providing systems and operational reports according to established deadlines
Collect, organize, analyze and report daily, weekly, and monthly on inquiry volumes, access rates, system availability, accuracy rate, email volumes, and calls by skill type as needed.
Compiles daily, weekly, and monthly reports to summarize and indicate the patterns and types of inquiries and services being requested by customers.
Gathers and analyzes data and compiles weekly and monthly performance reports by team
Developing and optimizing reporting solutions as required at both the internal and external level
Works with internal customers (management team) in understanding reporting requirements, defining scope and developing reports to meet user requirements.
Seasonal and ad hoc reporting as required
- Data analysis and forecasting
Performs statistical analysis to identify patterns and trends, and to provide forecasts
Responsible for interval analysis and staffing analysis
Provides forecasts for allowable vacation hours available on a daily basis
Employ analytical, conceptual and creative thinking skills to improve overall business and operational performance.
Identify issues related to telephony data that show up in systems reports (i.e. ICI, AT&T, CMS) and subsequently research and communicate these issues.
Escalates report data issues upon determining a quality or technical problem exists to facilitate timely resolution.
Study, evaluate and document current and future business processes
Responsible for CEA scheduling and schedule changes, ensuring that CEAs are staffed to match caller patterns. Includes holiday planning and forecasting as needed for business critical weeks.
- Real-time operational assessment
Monitor queues and assesses need for timely change to meet call volume requirements / ASA
Make recommendations or implement changes necessary to achieve contract metrics
Evaluates email volume, staffing requirements to achieve email TAT, monitors email productivity standards and monitors employee email performance for minimum satisfactory measures
Identifies overtime requirements to achieve operational performance. Responsible in whole or in part for available, required, approved or denied overtime and extra hour authorizations.
- New Hire Interview and Selection Process Coordination & Oversight
Participate in meetings with Conduent Talent Acquisition to identify and improve upon the candidate selection, hiring, and onboarding processes.
Monitor interview and selection process performance of the Workforce Management Scheduler
Prepare new hire background reports in accordance with contractual requirements for client approval; Prepare new hire roster reports
Coordinate and facilitate quarterly background report process
Analyze, report, and provide recommendations for improved selection and interviewing criteria
- Other duties as required
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Requires intermediate to advanced level experience using Microsoft Office products; advanced knowledge of Excel beneficial
Interview and select candidates for Customer Experience Associate positions
Ability to analyze and evaluate recruiting and interviewing processes to maximize results
Ability to analyze and evaluate turnover data to aid in the improvement of staff retention
Ability to manage multiple tasks and priorities/possess strong organizational skills in order to meet required deadlines w/ high degree of quality
Ability to analyze data and identify trends and opportunities for improvement; solve problems
Ability to identify when situations require assistance or escalation
Strong analytical skills; Able to quickly evaluate data and provide recommendations relative to staffing and projected call volume; Ability to work efficiently with a high level of quality
Maintain positive, consistent and effective communication with all members of the call center team in various communication forms (written, verbal, interpersonal)
Ability to maintain professional standards, demeanor, and ethics at all times
Minimum of two (2) years of experience in a data analyst and/or talent acquisition capacity, or combination thereof
Uses personal computer or computer terminal and views work product on computer monitor
Works alone and as part of a team in normal office environment
Ability to work flexible hours, Monday through Friday during the hours of 7:30 AM through 5:30 PM as needed
Handles information of sensitive and/or business-confidential or personal-confidential nature
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 "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 (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .
At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.