Senior Workforce Mgmt Analyst (Genesys Cloud)
Core
Senior Workforce Management Analyst developing and maintaining contact center forecasts, staffing models, and capacity planning using Genesys Cloud CX.
Role type
Senior Workforce Management Analyst (Genesys Cloud)
Builds
Contact center staffing models, capacity plans, and operational forecasts
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Genesys Cloud CX workforce management, performance data analysis, workforce metrics (ASA, AHT, FTE), scenario modeling, shift optimization, schedule effectiveness, shrinkage management, queue consolidation, routing logic, system configuration troubleshooting, team training and mentorship
Preferred skills
Financial services or credit union experience, adaptability in fast-paced environments, Excel, SQL, BI tools, regulatory compliance knowledge, customer service excellence
Technologies
Genesys Cloud CX, Excel, SQL, DevOps
Responsibilities
Develop and maintain short-term and long-term contact center forecasts; analyze historical patterns and operational drivers to improve forecast accuracy; support staffing models and capacity planning; provide scenario modeling and what-if analysis; monitor forecast gaps and recommend corrective measures; identify opportunities to improve efficiency and schedule effectiveness; partner with leadership to refine staffing strategies and routing logic; lead the rollout and optimization of new WFM capabilities; troubleshoot workforce management configuration issues; train and mentor team members on WFM tools and best practices
Seniority
Senior, hands-on IC