Job expirat
The Local Work Force Analyst is the local representative of the Work Force Management team for the operation. It is the local point of contact for several Work Force Management positions and the operations and shares information between these parties.
The main goal is to take action to support and assure the realization of project and department goals regarding the performance of the operation
• Point of contact for Customer Service Representative/Customer Sales Representative (CSRs) regarding Work Force Management issues
• Communication of changes, for example regarding approach, strategy and schedules, together with the centralized Work Force Management Real Time Adherence (RTA) and Scheduling team
• Sharing knowledge of local Work Force Management related regulations and developments with centralized Work Force Management Real Time Adherence and Scheduling (WFM RTA) team
• Making notifications when system issues arise, take local coordination & actions directed by centralized WFM RTA team, and participate at Global Network Operations Control (GNOC)/IT Bridge (WFM General Outage SOP)
• Operationalize and communicate WFM RTA (Service Level Management) strategy and strategic changes regarding capacity allocation and schedule adjustments
• Communication and monitoring regarding efficiency metrics, i.e. Schedule Adherence, Handle Time and Occupancy
• Performs all other duties as assigned
• Point of contact for team leader and CSR regarding Q&A.
Bachelor or Degree in economics, logistics, information management, statistics, communication or mathematics
• Experience with and/or knowledge about customer care departments and processes
• Medium level attainment of skills with Microsoft Office packages
• Fluent in English (verbal and written), with another language an advantage, but not essential
• Analytical abilities
• Customer orientated and self-assured communication and way of working
• Ability to explain and communicate decisions and strategy
• Ability to organize and coordinate tasks/work
• Problem analysis and orientation
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.
