Genesys Workforce Engagement Manager (WEM) | Remote | Must work on W2

Role: Genesys Workforce Engagement Manager (WEM) Location: Remote

Job Description:

• Genesys Workforce Engagement Manager (WEM)

Position Overview:

• The Senior Genesys Workforce Engagement Manager will lead workforce optimization strategies across client s multichannel contact center leveraging the Genesys Workforce Engagement Management (WEM) platform.
• This role is responsible for the strategic planning, configuration, and continuous improvement of forecasting, scheduling, quality monitoring, performance analytics, and employee engagement initiatives.
• The ideal candidate is a thought leader with deep Genesys WFE expertise, strong analytical acumen, and proven experience optimizing largescale contact center operations.

Key Responsibilities: Strategic Workforce Planning and Optimization:

• Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities.
• Develop longterm staffing models, capacity plans, and business scenarios (seasonality, special campaigns, outsourcing impacts).
• Lead continuous improvement initiatives that enhance service level performance, productivity, and cost efficiency.

Genesys WEM Platform Management:

• Serve as platform owner for Genesys Workforce Engagement modules including WFM, Quality Management, Performance Management, Gamification, and Employee Engagement.
• Configure, maintain, and optimize workflows, dashboards, routing, and reporting within Genesys.
• Partner with IT, vendor teams, and Genesys Support to manage system enhancements, integrations, upgrades, and compliance.

Quality and Performance Management:

• Build and oversee Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks.
• Develop and distribute performance dashboards, realtime analytics, and KPI scorecards for leadership and frontline teams.
• Partner with Operational Excellence teams to embed datadriven coaching, VoC insights, and agent performance strategies.

Stakeholder and Team Leadership

• Lead, mentor, and develop a team of WFM analysts, quality specialists, and performance analysts.
• Collaborate with Operations, HR, Training, and Technology teams to enhance employee engagement, retention, and scheduling flexibility.
• Build strong executive and operational reporting highlighting performance, trends, risks, and recommendations.

Qualifications: Required:

• Bachelor s degree in Business, Operations, Analytics, or related field (or equivalent experience).
• 7 plus years of experience in Workforce Management or Workforce Engagement, including at least 3 years in a senior or managerial capacity.
• Strong expertise in Genesys Cloud WEM, including Workforce Management, Quality, and Performance modules.
• Demonstrated experience managing contact center operations with 500+ agents across multiple channels (voice, chat, email, digital).
• Proven ability to analyze complex data, build forecasts, optimize scheduling, and present insights to senior leadership.
• Strong interpersonal skills with the ability to influence crossfunctional leaders and manage change effectively.

Preferred:

• Genesys Cloud CX/WEM Certification (e.g., Genesys Cloud WFM Certification).
• Experience with voice analytics, AIbased quality tools, or sentiment analysis.
• Experience managing remote or hybrid contact center workforce.
• Six Sigma/Lean or other process improvement certifications.

Core Competencies:

• Strategic Workforce Planning
• Genesys WEM/WFM Platform Expertise
• Quality and Performance Optimization
• Data Analysis and Capacity Planning
• Stakeholder Management and Communication
• Project and Change Management
• Team Leadership and Development

-- Asher Williams Desk: 2o1.497.1o1o X:1o5 | Direct: 551.272.o129 asher (at) pullskill dot com