Job expirat
The role
The WFM Traffic is in the Center of Expertise Workforce within the Production Control department.
There are two sides to this role; “Service Level Management” and “Schedule Adherence Management”. These may be divided between different persons during bigger projects.
Purpose of the position
Ensuring that quantitative project KPI’s, such as service level and intraweek- and intraday productivity are integrally realized as efficiently as possible (optimizing of occupancy).
Precise realization of agent timetables, but in such a way that the Xerox- and specific project-targets (KPI’s) are met within the set policy.
Primary Duties and Responsibilities:
Service Level Management: the intraday periodical monitoring of planning parameters and applying corrective measures if the realization deviates from the forecast planning parameters. This should be done in such a way that project KPI’s are achieved and/or optimized.
Timetable Adherence Management: the constant intraday monitoring of deviations in regards to CSR timetables, CSR productivity and quantitative CSR project KPI’s. Address CSR’s (via email or chat) OR advise Team Leader, in case they are not working according to set timetable, and/or show too much deviation in the area of productivity and/ or quantitative project KPI’s; escalation of excesses and repetitions to Team Leaders.
Traffic management: ensure an intraday qualitative (skills and skill levels) and quantitative accurate project occupation
Critical Technical & Behavioral Skills/Qualifications:
HBO relevant direction (mathematics, statistics, economics, informatics)
Excellent communication skills, fluency in spoken & written English
Analytical and numerical insight
Strong communication skills
Strong workload organisation skills
MS Office and specifically Excel
Strong knowledge of contact center processes and procedures
Knowledge of KPI, definitions and mutual context
We are looking to fill this position as soon as possible. Please apply only in the nature specified.
We thank everyone for applying, however only successful candidates will be contacted for an interview.
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
