GenesysWorkforce management (WFM)

Summary: The role is for a skilled Genesys Workforce Management (WFM) specialist to join a team on a 12-month contractual basis, fully remote. The specialist will be responsible for forecasting, scheduling, real-time adherence, integration, performance monitoring, and providing employee flexibility tools. This position is crucial for ensuring optimal staffing and performance in a contact center environment. The role is classified as outside IR35.

Key Responsibilities:

• Create accurate staffing plans that account for projected contact volumes and average handle times, considering various agent skills and skill levels.
• Develop and manage schedules that optimize work performance to achieve operational goals.
• Monitor real-time adherence and track intraday changes to adapt to fluctuating workloads and staffing needs.
• Integrate WFM with other Genesys components and systems to streamline operations and improve workforce visibility.
• Use WFM's tools to monitor agent performance and ensure adherence to service level goals.
• Provide tools for employee flexibility, such as time-off requests and performance feedback, to enhance employee engagement.

Key Skills:

• Expertise in Genesys Workforce Management (WFM).
• Strong analytical and forecasting skills.
• Experience in scheduling and real-time adherence monitoring.
• Ability to integrate WFM with other systems.
• Proficient in performance monitoring and reporting.
• Excellent communication and interpersonal skills.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other