Lead, Workforce and Data Management

Job Purpose

• Responsible for optimizing the performance and productivity of a company's workforce supporting a multi-channel contact center and ensuring the business can meet and exceed their goals.
• Delivers efficiencies with the use of Genesys Cloud, advanced analytics using Power BI and Excel, workforce management and workforce optimization tools. It includes blending resources and technology expertise to deliver efficient staffing, agent scheduling, forecasting, real-time performance analytics monitoring, workforce allocation, reporting, compliance tracking, and more.
• Provides regular and timely information and actionable insights to leadership.
• Processes Improvement Initiatives and implement automated workflows to reduce manual report creation.
• Creates test cases and perform UAT as part of adding new skills, or as and when modifications are made.

Job Requirements

• Bachelor's degree in business, data science or any related field.
• Proficient with Workforce Management tools and Genesys Cloud, Power BI and Microsoft Excel.
• At least 3 years in a global contact center, with 2 years in Workforce Management.
• Knowledgeable in generative AI for forecasting, automated alerting and AI-based performance insights.