Genesys Workforce Management

Remote • Posted 20 days ago • Updated 20 days ago

Contract Independent

Contract W2

Contract Corp To Corp

Remote

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Employee Engagement
Management
Real-time
Scheduling
Workforce Management
Service Level

Summary

Job Title: Genesys Workforce Management

Location: 100% Remote

Duration: long term contract

Job Description:

WFM specialists play a crucial role in ensuring 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 in an efficient and cost-effective manner.

Key Responsibilities

Development: Develop the guide and approach and then execute the implementation.
Flexibility: Provide tools for employee flexibility (e.g., time-off requests and performance feedback) to enhance employee engagement.
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.

Required Skills

Bachelor s degree
At least ten (10) years of professional experience
At least five (5) years of experience in an IT-, telecom-, and/or contact center-related field

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.

Dice Id: 10121103
Position Id: 8884750
Posted 20 days ago

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Genesys Workforce Management

Dice Job Match Score™

Job Details

Skills

Summary

Job Title: Genesys Workforce Management

Location: 100% Remote

Duration: long term contract

Job Description:

WFM specialists play a crucial role in ensuring 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 in an efficient and cost-effective manner.

Key Responsibilities

Development: Develop the guide and approach and then execute the implementation.

Flexibility: Provide tools for employee flexibility (e.g., time-off requests and performance feedback) to enhance employee engagement.

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.

Required Skills

Bachelor s degree

At least ten (10) years of professional experience

At least five (5) years of experience in an IT-, telecom-, and/or contact center-related field

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