Overview
Remote
Depends on Experience
Contract - W2
Contract - Independent
Contract - 12 Month(s)
No Travel Required
Skills
GenesysWorkforce management (WFM)
Job Details
We re looking for a skilled Genesys WFM to be part of our team. This is a 12-month contractual role and is fully remote.
Genesys Workforce management (WFM) specialist with following responsibilities:
Forecasting: Create accurate staffing plans that account for projected contact volumes and average handle times, considering various agent skills and skill levels.
Scheduling: Develop and manage schedules that optimize work performance to achieve operational goals.
Real-time Adherence: Monitor real-time adherence and track intraday changes to adapt to fluctuating workloads and staffing needs.
Integration: Integrate WFM with other Genesys components and systems to streamline operations and improve workforce visibility.
Performance Monitoring: Use WFM's tools to monitor agent performance and ensure adherence to service level goals.
Flexibility: Provide tools for employee flexibility, such as time-off requests and performance feedback, to enhance employee engagement.
WFM specialists play a crucial role in ensuring that the right number of employees with the right skills are in place at the right time, contributing to the overall success of the contact center and the organization's ability to meet customer demands efficiently and cost-effectively.
Warm Regards,
Zahid H Ansary
C:
|;br />
Zahid H Ansary
C:
|;br />
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.