Senior Manager – Genesys Cloud Workforce Management

🕒 vor 16 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $110.000 - $140.000 / Jahr

⏰ Vollzeit

🟠 Senior

👔 Manager

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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ComPsych

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 1984

⚕️ Krankenversicherung

🧘 Wellness

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych ist ein führender Anbieter von Mitarbeiterunterstützungsprogrammen (EAP) und bietet psychische Gesundheits- und Wellness-Dienstleistungen für Mitarbeiter und ihre Familien an. Das Unternehmen konzentriert sich darauf, die Produktivität am Arbeitsplatz zu verbessern, indem es Unterstützungsdienste bereitstellt, die Mitarbeitern helfen, persönliche und arbeitsbezogene Herausforderungen zu bewältigen. Die Lösungen von ComPsych umfassen Beratung, Krisenintervention und verschiedene Wellness-Programme, die darauf abzielen, die allgemeine Mitarbeiterzufriedenheit und Leistung zu steigern.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

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