Genesys Workforce Management; WFM SME

Overview

Join our team as a Genesys Workforce Management (WFM) Subject Matter Expert, where you will lead the design, implementation, and optimization of workforce management solutions tailored for contact center operations. This role offers an exciting opportunity to influence operational efficiency, enhance employee engagement, and optimize resource planning through advanced WFM techniques and system integrations.

• Development & Implementation:
  Lead the creation of comprehensive guides and strategic approaches for WFM solutions, overseeing end-to-end implementation to ensure seamless integration with contact center workflows.
• Employee Flexibility Tools:
  Design and deploy tools that empower employees, such as flexible scheduling, time-off requests, and performance feedback mechanisms, to boost engagement and job satisfaction.
• Forecasting & Planning:
  Develop precise staffing forecasts that accurately predict contact volumes and handle times, accounting for diverse agent skills and levels to ensure optimal coverage.
• Scheduling & Optimization:
  Create and manage optimal agent schedules that align with operational goals, while balancing workload demands and agent availability.
• Real-Time Monitoring:
  Actively monitor real-time adherence and intraday variations, making swift adjustments to staffing and schedules to maintain service levels.
• System Integration:
  Integrate WFM modules with Genesys platform components and other systems to streamline operations and enhance workforce visibility across the organization.
• Performance Analysis:
  Leverage WFM tools to track agent performance, ensuring adherence to service-level agreements (SLAs) and continuous improvement.

• Bachelor's degree in a related field
• Minimum of 10 years of professional experience in contact center operations, IT, telecom, or related areas
• At least 5 years of specialized experience working with Genesys WFM solutions or similar workforce management platforms

Pay Range: $55.00 – $60.00 USD Hourly