Project Manager / Data Analyst ---Genesys Cloud Call Center Operations
(Industry: Healthcare / Pharmaceutical / Patient Services)
14+ years of experience in Project Management, Business Analysis, Operations Analytics, or Contact Center Operations
Experience working within a Genesys Cloud call center environment
Strong understanding of contact center operations, reporting, and KPI analysis
Experience supporting customer service, healthcare operations, patient support, or service delivery teams
Advanced Excel and reporting skills
Experience with Power BI, Tableau, or similar reporting/visualization tools
Strong organizational and stakeholder management skills
Ability to manage multiple priorities in a fast-paced environment
Experience creating process maps and workflows using Lucidchart, Visio, or Figma
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Preferred Qualifications
Healthcare, pharmaceutical, PBM, or patient services experience
Experience supporting RX fulfillment or patient onboarding operations
Familiarity with workforce management and contact center forecasting concepts
Experience partnering with third-party vendors
PMP, Agile, or Scrum certifications preferred
SQL or data querying experience preferred
Experience with CRM and call center integrations
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Preferred Technical Experience
Experience with one or more of the following:
Genesys Cloud
Power BI
Tableau
Lucidchart
Figma
Salesforce or other CRM platforms
Workforce management tools and reporting systems
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Soft Skills
Strong analytical and critical thinking capabilities
Excellent communication and presentation skills
Highly organized with strong attention to detail
Collaborative and proactive mindset
Comfortable navigating ambiguity and operational complexity
Ability to influence across technical and business teams
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