Workforce Management Trainer
Conduent, Inc
Monterrey, Nuevo Leon,MX
hace 9 días


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience.

We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning -

Conduent manages and modernizes these interactions to create value for both our clients and their constituents. .

Workforce Management Trainer

The WFM Trainingposition is located within the Workforce Management department of Conduentwithin the WFM Centre of Expertise.

The role deals with the development,maintenance and improvement of training material (e-learning or classroom)specific for WFM and providing training (classroom or via webex) for softskills and knowledge.

The position is also responsible for skill and knowledgeverification (audits and tests) and the development of and support to creatematerial for operational trainings and leadership programs.

The purpose of theposition to development, manage and distribute of knowledge and skill contentwithin WFM, with the aim of securing the knowledge level and the continueddevelopment of knowledge and skills among the members of the WFM department.

Asecond purpose is to identify knowledge of skill development opportunities (viaskill verification) and assure continues development and avoid skill orknowledge gaps within the WFM operation and WFM program management, as much aspossible.

Key task & result areas :

  • Development and improvement ofe-learning content for (WFM) e-learnings
  • Development and improvement oftraining programs and content for skill and knowledge training
  • Providing and organizing training programs / sessionsto the Global WFM Department
  • Monitoring and Reporting about theprogress of WFM Employees on the assigned training programs
  • Responsible for the development anddeployment of the KCR Joblist, HPP Program WFM Verification Audits and WFM KnowledgeTests
  • Advice to WFM Managers, WFM BusinessPartners and WFM Supervisors about coaching and training needs or requests fortheir employees
  • Providing coaching or knowledgesessions to WFM employees
  • Managing access rights to InJixoLearn Platform
  • Develop Learning Paths within theWFM Conduent Learning environment
  • Work with other vendors to provideadditional knowledge or skill training on top of the own curriculum or used todevelop own material
  • Performs all other duties asassigned
  • Performs all other duties as assigned Requirements :

  • Business Information Management, Economics,Logistics, Communication or Mathematics Mathematical and Analytical Skills
  • English proficiency
  • Advanced proficiency of mathematical andanalytical skills
  • Advanced Training & Presentation skills
  • MS tools experience (word, excel, outlook)
  • Knowledge of and / or experience with WFM systems,preferably NICE IEX 6.4 or In Vision
  • Elementary knowledge of the complete WFMprocess, specific calculations, procedures, tools and terminology
  • Proficiency and experience with forecasting,capacity management, intraday management, modeling production and / or personnelplanning
  • Proficiency and knowledge of the complete WFMprocess and advanced knowledge in regards to the area of responsibility
  • Project and Change Management skills
  • Knowledge of the COPC and Lean Six Sigmamethodology
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