Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
Forecast long term and short term contact volume and staffing
Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
Provide schedule recommendations for new hire training classes and optimized off-phone activities
Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
Lead meetings with Operations Teams to align and review performance and planning
Review requirements for new tools
Work with other WFM team members to balance workload and ensure deliverables are met
Lead, Supervise and mentor a Team of WFM Resources
Ad-hoc WFM duties as assigned
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Basic Qualifications
6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
Preferred Qualifications
5 or more years People Management experience and recently held a Senior/ Manager post for at least 2 years
Excellent verbal and written communication skills are essential
Experience with scheduling software (such as eWorkforce Management,
Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor,
Genesys Administer, CC Pulse, IWD, IWS) is recommend)
Basic knowledge of Operational tactical and strategic techniques used to dive overall service levels across multiple sites
Recommended Knowledge/experience with Genesys software, Fair Isaac's Falcon, and Adeptra.
The incumbent should possess strong analytical capabilities, knowledge of
staff planning, trend analysis and excellent PC skills, including NT
Must be able to work independently with minimal supervision to reach established goals
Organized and detail-oriented
Decisive self-starter who can perform with a minimal amount of supervision
Candidate must demonstrate ability to set priorities
Ability to work well in a team environment is essential to the analyst's success
Solid leadership and decision-making ability
Ability to prioritize and balance workload across multiple sites
Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
Proficiency in Microsoft Office functions, specifically Excel
