Sr. Analyst Workforce Management
Core
Manages scheduling, skilling, vacation, and shift bids in Genesys WEM to align contact center capacity with work volumes for business units.
Role type
Senior Workforce Management Analyst
Builds
2–4-week schedules and staffing forecasts for assigned business units
Domain
Insurance (Property & Casualty) / Contact Center Operations
Required skills
Workforce forecasting, capacity management, statistical analysis, scheduling process software, multi-skill environment analysis, workflow automation management
Preferred skills
P&C servicing/processing/underwriting operations experience, Genesys WEM experience
Technologies
Genesys WEM, GAX, IEX/i360
Responsibilities
Forecast call/processing task arrival and build staffing/scheduling plans for catastrophes, holidays, and special events; Manage workflow automation software; Analyze contact center trends (volumes, patterns, productivity, attrition); Coordinate training and agent skilling; Recommend cross-training and overtime needs; Facilitate agent bidding for schedules and vacation
Seniority
Senior, hands-on IC
