WFM/Dialer Manager

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

📋 Description

• Manage and maintain the Genesys CX Cloud platform, which includes user accounts, roles, skills, queues, permissions, and system configurations.

• Act as the primary point of contact for platform-related issues, handling tickets and escalating to Genesys Support when required.

• Collaborate with the Product Team to outline flow requirements and conduct comprehensive User Acceptance Testing (UAT) to ensure operational readiness for ongoing strategic initiatives.

• Take ownership of dialer configuration, manage multi-channel campaigns, pacing, and compliance settings.

• Implement and enhance multi-channel campaigns (voice, digital, AI) to guarantee that operational performance meets strategic business objectives.

• Improve contact center efficiency in a blended environment to ensure the fulfillment of both inbound and outbound KPIs.

• Supervise the automated and manual importing of contact lists, ensuring data integrity and accurate mapping of contact details.

• Convert contact center data into actionable insights and strategic recommendations.

• Ensure compliance with regulatory guidelines related to outbound calling.

• Lead the configuration and optimization of workforce management (WFM), including forecasting, scheduling, intraday management, and adherence monitoring.

• Proactively monitor real-time adherence and shrinkage, working with operations supervisors to address issues and adjust for optimal output and Service Level Agreement (SLA) performance.

• Create and maintain multi-channel forecasts using Genesys Cloud Workforce Engagement Management (WEM) tools to anticipate volume and appropriate staffing levels.

• Document contact center processes and modifications to ensure operational transparency and continuity.

• Collaborate with Operations, Product, IT, and Leadership teams on platform enhancements, system modifications, and continuous strategic improvement initiatives, with a particular focus on AI-driven initiatives.

• Establish and lead a team of analysts responsible for overseeing contact strategies, outbound campaign management, Workforce Engagement Management (WEM), and general Genesys administration.

⛳️ Requirements

• 3-5 years of experience in administering the Genesys Cloud CX platform.

• Proven experience in configuring and maintaining Genesys WFM and Outbound Dialing modules.

• Strong knowledge of contact center forecasting, scheduling logic, and real-time adherence tracking.

• Demonstrated success in transitioning AI-driven solutions from initial pilot phases to stable, high-volume production environments.

• Familiarity with compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.).

• Proficient in Google Sheets and/or MS Excel, with a high capability to translate data into actionable and strategic recommendations.

• Detail-oriented with strong organizational and problem-solving abilities.

• Excellent communication and collaboration skills.

• **Preferred:** Experience in the auto lending industry or financial services.

• **Preferred:** Genesys Cloud CX Professional (GCP) or Specialist certifications.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance, including medical, dental, and vision coverage.

• Generous paid time off and holiday policy.

• Professional development opportunities and training programs.

• Flexible work arrangements to promote work-life balance.