WFM Routing Manager Position

Become the driving force behind Genesys routing strategies as a Manager in Mississauga. Enhance client experiences and advisor efficiencies through skilled leadership and strategic optimization.

This managerial role targets candidates experienced in Workforce Management and Genesys routing. You will oversee business operations, ensure proper advisor skilling, and improve call flows in alignment with business needs. Your position will significantly impact operational effectiveness through process streamlining and proactive solution identification.

Key Responsibilities:

• Provide expertise in Genesys skilling and routing initiatives

• Recommend enhancements for call flow and interaction routing

• Maintain and update all Genesys-related documentation

• Monitor optimal use of targeting resources

• Ensure effectiveness of callback application and configuration changes

Requirements:

• Extensive experience with Genesys routing

• Ability to manage multiple priorities in a fast-paced setting

• Strong organizational skills and attention to detail

• Proficiency in Windows-based software, including Excel and Word

• 2-4 years Workforce Management experience preferred

Lead the optimization of client interactions and advisor performance through effective Genesys management.
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