Senior Manager – Genesys Cloud Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of WFM analysts, schedulers, real-time analysts, and telephony specialists.

• Set clear performance standards, develop career advancement plans, and implement continuous coaching methodologies.

• Create forecasting and capacity planning models for all contact center channels to enhance staffing and SLA performance.

• Oversee and enhance forecasting precision, staffing efficiency, adherence, occupancy, and service level results.

• Take ownership of the Genesys Cloud platform strategy, including its roadmap, configuration, and optimization across all business units and regions.

• Design and uphold intricate contact center routing strategies, including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions.

• Drive self-service and automation projects that increase containment rates, lessen live agent demand, and improve customer experience.

• Collaborate with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology projects.

⛳️ Requirements

• A bachelor's degree is required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field.

• Minimum of 5 years of leadership or management experience is required.

• At least 7 years of experience in service delivery or workforce management roles within high-volume contact center settings is preferred.

• Strong understanding of FMLA, ADA, state leave regulations, disability programs, and compliance requirements.

• Demonstrated ability to lead teams, manage escalations, and achieve results under pressure.

• Extensive hands-on experience with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations.

• Strong background in workforce management areas including forecasting, scheduling, real-time management, and capacity planning.

• Experience with the implementation of AI-enabled contact center technologies and automation solutions.

• Exceptional analytical, problem-solving, and stakeholder management skills.

• Excellent verbal and written communication abilities, capable of presenting effectively to both technical and non-technical audiences.

• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

• Self-motivated with the capability to handle multiple priorities, work independently, and adapt in a fast-paced environment.

• Strong organizational, decision-making, and critical thinking abilities.

🏝️ Benefits

• Comprehensive benefits package.

• Paid Time Off (PTO).

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) with matching contributions.

• Robust Employee Assistance Program (EAP).

• Wellness program.