My name is Boopathi, and I m a Senior Technical Recruiter at Cloud Destinations LLC.
Please see the below job description and let me know if you are interested in this position.
Job Title: Genesys Workforce Engagement Manager (WEM)
Location: Remote
Duration: 1+ Year
Starts: ASAP
Position Overview
The Senior Genesys Workforce Engagement Manager will lead workforce optimization strategies across our multi-channel 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 large-scale contact center operations.
Key Responsibilities
Strategic Workforce Planning & Optimization
Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities.
Develop long-term 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 & Performance Management
Build and oversee Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks.
Develop and distribute performance dashboards, real-time analytics, and KPI scorecards for leadership and frontline teams.
Partner with Operational Excellence teams to embed data-driven coaching, VoC insights, and agent performance strategies.
Stakeholder & 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+ 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 cross-functional leaders and manage change effectively.
Preferred:
Genesys Cloud CX/WEM Certification (e.g., Genesys Cloud WFM Certification).
Experience with voice analytics, AI-based 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 & Performance Optimization
Data Analysis & Capacity Planning
Stakeholder Management & Communication
Project & Change Management
Team Leadership & Development
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