Workforce Senior Manager
Workforce Senior Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Support the functionality of Genesys WFM software (forecasting scheduling and maintenance)
Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
Forecast long term and short term contact volume and staffing
Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
Provide schedule recommendations for new hire training classes and optimized offphone activities
Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center Leadership Executives etc.
Lead meetings with Operations Teams to align and review performance and planning
Review requirements for new tools
Work with other WFM team members to balance workload and ensure deliverables are met
Lead Supervise and mentor a Team of WFM Resources
Adhoc WFM duties as assigned
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications :
Basic Qualifications
6 or more years of work experience with a Bachelors Degree or 4 or more years
of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD)
or up to 3 years of relevant experience with a PhD
Preferred Qualifications
5 or more years People Management experience and recently held a Senior/
Manager post for at least 2 years
Excellent verbal and written communication skills are essential
Experience with scheduling software (such as eWorkforce Management
Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor
Genesys Administer CC Pulse IWD IWS) is recommend)
Basic knowledge of Operational tactical and strategic techniques used to dive
overall service levels across multiple sites
Recommended Knowledge/experience with Genesys software Fair Isaacs
Falcon and Adeptra.
The incumbent should possess strong analytical capabilities knowledge of
staff planning trend analysis and excellent PC skills including NT
Must be able to work independently with minimal supervision to reach
established goals
Organized and detailoriented
Decisive selfstarter who can perform with a minimal amount of supervision
Candidate must demonstrate ability to set priorities
Ability to work well in a team environment is essential to the analysts success
Solid leadership and decisionmaking ability
Ability to prioritize and balance workload across multiple sites
Must demonstrate the ability to manage multiple service requests with strict
time limits on an ongoing basis
Proficiency in Microsoft Office functions specifically Excel
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
