Genesys Workforce Management (WFM) SME
Remote • Posted 22 hours ago • Updated 22 hours ago

GDH
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Summary
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.
Key Responsibilities:
- 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.
Qualifications:
- 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
Publishing Pay Range: $55.00 - $60.00 USD Hourly
- Dice Id: 10112156
- Position Id: 112035
- Posted 22 hours ago
Company Info
GDH is a technology workforce solutions provider committed to always giving and delivering more. Better talent. More client and consultant support. Greater service. World-class outcomes. Providing technology staffing, project solutions, and recruitment process outsourcing (RPO), we will be able to deepen our understanding of your business challenges, stay up to date with industry trends, and enhance our ability to create custom solutions to help achieve your business outcomes. We have established ourselves as a trusted partner to countless businesses operating in the communications sector. Our primary goal is to source and recruit the most talented professionals, assemble teams of skilled specialists, create innovative recruitment and professional services strategies that drive growth and foster innovation.
GDH Benefits
GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee's life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more! For more detailed information on benefits, please go to GDH’s website under the tab for candidates.
GDH provides equal employment opportunities (EEO) to all employees and applicants for
employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit GDH's website for notice of collection for California applicants.
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