Conduent Senior Workforce Manager - Indiana Eligibility in South Bend, Indiana

Senior Workforce Manager - Indiana Eligibility


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. Learn more at .


  • Responsible for the effective usage of client resources. Provides operational support through efficient scheduling and workforce deployment. Monitors queues, forecast & schedule staffing, plan seating capacity for shifts on daily basis & dialer planning. Tracks and reports on operational performance & business metrics.

Position Description/responsibilities:

The Senior Workforce Management (WFM) Analyst reports directly to the VP’s of Operational and works with the location’s Operations Management team to provide overall operational leadership that meets the organization’s production goals on a daily, weekly and monthly basis.

The Senior WFM Analyst will support All Regional Customer Service Centers (RCC), and coordinate with the Central Change Center (CCC). The Senior WFM’s will oversee the Enterprise WFM team.

The Senior WFM analyst must create, communicate and control the daily plan for production as required to support the business needs in this non-manufacturing production environment.

Senior WFM activities are performed in collaboration with the location’s management team, the customer, and the Enterprise WFM team and Operational Leadership.

Work requires the ability to manage a diverse scope where the analysis of a situation or data requires the evaluation of a variety of factors including an understanding of current processes, personnel and business trends.

Schedules work to ensure adequate coverage for both processing requirements and phones (inbound calls)

Monitors priorities in processing work and calls and shifts workers to ensure timely resolution

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

Prepares standard reports, uses tools to track workload, response time, and other Enterprise metrics.

Tracks and monitors staffing numbers and makes appropriate recommendations.

Forecasts the volume of client contacts. Uses forecasts to create schedules that will meet requirements for metrics and departmental goals.

Uses Stoplight and other appropriate staff notifications in accordance with procedures.

Delivers regular reports to the Executive Team, SBU Manager/PM, Operations Managers, Supervisors and other management as necessary.

Monitors task scorecard, task workflow monitoring, and directs task workflow.

Manages the workers’ queue designations, in both the workflow and the phone systems, based on workers’ skill levels and to ensure proper task focus.

Creates Intra-day, End-of-day, weekly and monthly reports that review daily production statistics, analyzes trends, identifies opportunities, and provides reasons for missed KPI’s (Key Performance Indicators).

Audits worker activity for adherence to schedule and attendance policy.

Assists with system support and problem resolution for the Workflow and Phone systems as required

May review and assist with the research of client complaints as requested

Attends daily Management meeting and/or WFM heads-up meetings

Responsible for managing and leading local WFM call with local Conduent and Customer staff.

Other duties as assigned


5 years’ experience in Indiana Eligibility Modernization Project required

Experience in the Indiana Customer Eligibility System (ICES), SMART, FACTS/WFMS


  • Some College Preferred

  • 5 years’ current experience in Indiana Eligibility Modernization Project as a WFM

  • Excellent oral and written communication skills

  • Proficient in advanced MS Excel use

  • Above average PC skills including MS office software applications

  • Proven problem solving skills and analytical thought process

  • Meeting Quality and production Expectations

  • Ability to work and adjust quickly under pressure

  • Customer Service / Customer Relationship Management experience

  • Experience with I3 telephony tools and Crystal reports

Travel Requirement:

Some travel is anticipated with this position.

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 at .

Job Workforce Administration

Primary Location United States-Indiana-Indianapolis

Other Locations United States-Indiana-Marion, United States-Indiana-West Lafayette, United States-Indiana-New Castle, United States-Indiana-Jeffersonville, United States-Indiana-South Bend, United States-Indiana-Fort Wayne, United States-Indiana-Evansville, United States-Indiana-Terre Haute, United States-Indiana-Crown Point

Organization Government

Unposting Date Ongoing

Req ID: 18026346