Senior Manager – Genesys Cloud Workforce Management

🕒 Maio 21

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $110.000 - $140.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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ComPsych

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1984

⚕️ Seguro de Saúde

🧘 Bem-estar

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych é um fornecedor líder de programas de assistência ao empregado (EAP), oferecendo serviços de saúde mental e bem-estar aos funcionários e suas famílias. A empresa se concentra em melhorar a produtividade no local de trabalho, fornecendo serviços de apoio que ajudam os funcionários a gerenciar desafios pessoais e relacionados ao trabalho. As soluções da ComPsych incluem aconselhamento, intervenção em crises e diversos programas de bem-estar projetados para aprimorar a satisfação e o desempenho geral dos funcionários.

Descrição

• Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists • Establish clear performance expectations, career development plans, and ongoing coaching practices • Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance • Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance • Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions • Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions • Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience • Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives

🎯 Requisitos

• Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field • 5+ years of leadership or management experience required • 7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred • Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements • Proven ability to lead teams, manage escalations, and deliver results under pressure • Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations • Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning • Experience implementing AI-enabled contact center technologies and automation solutions • Strong analytical, problem-solving, and stakeholder management capabilities • Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences • Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook • Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment • Strong organizational, decision-making, and critical thinking skills.

🏖️ Benefícios

• Full benefits package • Paid Time Off (PTO) • Medical insurance • Dental insurance • Vision insurance • 401(k) with match • Robust EAP • Wellness program