Responsibilities:
- 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
- Ad-hoc WFM duties as assigned
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.