Managing Director, Workforce Solutions, ATB Client Care Contact Centre
Core
Architect the 'Engine Room' of Client Care by leading comprehensive workforce management strategy and serving as the senior business leader for the contact center's technology platform (Genesys).
Role type
Managing Director, Workforce Solutions & Contact Center Technology
Builds
Client Care service engine, workforce capacity roadmaps, Genesys technology roadmap
Domain
Financial Services / Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Workforce management strategy, Genesys platform ownership, predictive capacity planning, data modeling, vendor management, business continuity planning, team leadership
Preferred skills
AI integration strategy, NLP implementation, scenario planning, financial stewardship
Technologies
Genesys, IVR, NLP
Responsibilities
Lead long-term (3-5 year) labor strategy and FTE budgeting; Define and enforce performance standards for scheduling and resource utilization; Own the Genesys strategic vision and roadmap including IVR redesigns; Serve as primary Business Lead during major technical outages; Mentor and elevate WFM teams and leadership.
Seniority
Senior, hands-on IC
