Genesys Workforce Manager

Job Title: Genesys Workforce Manager

Work Location: Anywhere in US (Ready to work from Infosys office)

Duration: Long Term

Exp:10Years

Must Have:

• Manager who has real hands on experience in Work Force Management.
• Core workforce management responsibilities—such as scheduling, short- and long-term forecasting, and real-time monitoring of agents and queues—required for this role.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Supports the long-term strategic vision of workforce management of the contact center.
• Maintains schedules and forecasting for approximately 200+ staff across multiple channels (voice, email).
• Responsible for call center volume forecasting in 15 to 30-minute intervals, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management.
• Supports capacity planning needs by managing short and long-term forecast processes, developing staffing plans and leading capacity planning meetings.
• Reviews historical call center data to provide forecasted workload, changes, assumptions, and inputs, along with solutions-oriented support for the team and escalate discrepancies in data with recommendations for action.
• Reviews a 3-month rolling forecast monthly with internal and vendor led Operations and WFM team.
• Works with team leaders to allocate and schedule resources to best meet day to day project needs and contractually required service levels.
• Works closely with team leaders, trainers, and the quality team to coordinate schedules and effective process improvements to increase productivity.
• Develops and administers creative scheduling solutions to increase call center staffing productivity including flex scheduling, split scheduling, and rotational scheduling. Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and voluntary time off.
• Develops contingency plans, directs activities during problem resolution efforts and participates in post-resolution analysis of projects providing input for future process improvements.
• Identify, monitor, and articulate reporting requirements/SLA’s, which includes targets, specific data, anticipated outcomes, and other key performance indicators.
• Develop and track performance metrics to monitor, measure and report on effectiveness and goal attainment leading to continuous improvement and overall return on investment.
  
  
  “Siriinfo Solutions Inc is Equal opportunity employer”