Senior Manager – Genesys Cloud Workforce Management

🕒 il y a 20 jours

🥔 Idaho – Distant

🥔 Idaho – Remote

💵 $110 000 - $140 000 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

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ComPsych

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1984

⚕️ Assurance santé

🧘 Bien-être

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych est un leader des programmes d'assistance aux employés (EAP), offrant des services de santé mentale et de bien-être aux employés et à leurs familles. L'entreprise se concentre sur l'amélioration de la productivité au travail en fournissant des services de soutien qui aident les employés à gérer les défis personnels et professionnels. Les solutions de ComPsych comprennent le conseil, l'intervention en cas de crise et divers programmes de bien-être conçus pour améliorer la satisfaction générale et la performance des employés.

Description

• 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. • Lead post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process improvements. • Maintain WFM dashboards and reporting cadences, delivering actionable insights to senior leadership. • 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. • Troubleshoot escalated telephony and queue configuration issues while serving as the internal subject matter expert for Genesys. • Establish governance standards, change management processes, SOPs, and technical documentation for all platform changes. • Manage integrations between Genesys and third-party systems to ensure data integrity and operational continuity. • Deploy and optimize AI-driven capabilities including predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization. • Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience. • Monitor emerging CCaaS and AI technologies, developing business cases and recommendations for future investments. • Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms. • Translate platform capabilities into operational improvements for scheduling, workforce planning, and employee engagement. • Own the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement. • Establish governance standards and best practices for performance management and coaching workflows. • Evaluate and implement new platform capabilities that improve employee engagement and operational outcomes. • Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives. • Communicate technical and operational insights effectively to executive and non-technical stakeholders. • Represent the function in enterprise modernization and operating model transformation initiatives. • Build and maintain strategic vendor relationships with Genesys, Centrical, and related technology partners. • Other duties as required.

🎯 Exigences

• Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field; Master’s degree preferred. • 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. • Demonstrated success leading complex, cross-functional initiatives in regulated, fast-paced, and highly complex environments. • 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. • Proven ability to translate technical solutions into measurable operational outcomes. • Experience with Centrical or similar employee engagement and performance management platforms preferred. • 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.

🏖️ Avantages

• Full benefits package, including Paid Time Off (PTO) • Medical, dental, vision • 401(k) with match • Robust EAP • Wellness program • And much more