Workforce Traffic Analyst - CEBU

Conduent; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Conduent in Cebu City is seeking a College graduate with at least 1 year of WFM experience in the BPO industry to help facilitate scheduling and KPI attainment. The role supports intraday and intraweek operations across health plan functions and requires readiness to start ASAP.

Responsibilities include monitoring intraday actuals, re-forecasting based on actuals, and updating schedules to meet upcoming interval requirements, while documenting events affecting forecasts and KPIs.

Qualifications

• At least 1 year experience in WFM role within BPO.
• Candidate must be a college graduate.
• Able to start ASAP.

Responsibilities

• Ensures published schedules meet organization and project targets (KPIs) within policy.
• Monitors intraday actuals against forecasted planning parameters and takes corrective actions.
• Re-forecasts planning parameters based on actuals.
• Updates intraday schedules to meet requirements for upcoming intervals.
• Records events and incidents that influence forecasts and KPI realization.
• Accepts and maintains published schedules by adjusting to changes in resources or client requirements.
• Performs other duties as assigned.
• Complies with all policies and standards.

Skills

WFM experience

KPI awareness

Analytical thinking

Education

College graduate

Job description

About the role

Facilitates quantitative project KPIs such as service level so that intraday and intraweek operational KPIs are met and optimized. Manages operations across several health plan functions, including plan operations, member/provider services, claims, implementation and grievances/appeals.

Key responsibilities

• Ensures that published schedules appropriately meet organization and project-specific targets (KPIs) within a set policy
• Monitors intraday actuals against forecasted planning parameters and applies corrective actions to address negative deviations
• Re-forecasts planning parameters based on actuals
• Updates intraday schedules to best meet requirements for upcoming intervals
• Records events and incidents that influence forecasts and KPI realization for impact review and future planning
• Accepts and maintains published schedules by adjusting to accommodate changes to available resources or client requirements
• Performs other duties as assigned
• Complies with all policies and standards

About you

• College Graduate (any course)
• At least 1 year experience in WFM in BPO industry
• Can start ASAP