Job Description
Role: Genesys Workforce Engagement Manager (WEM) Location: Remote Job Description: • Genesys Workforce Engagement Manager (WEM) Position Overview: • The Senior Genesys Workforce Engagement Manager will lead workforce optimization strategies across client s multichannel contact center leveraging the Genesys Workforce Engagement Management (WEM) platform. • This role is responsible for the strategic planning, configuration, and continuous improvement of forecasting, scheduling, quality monitoring, performance analytics, and employee engagement initiatives. • The ideal candidate is a thought leader with deep Genesys WFE expertise, strong analytical acumen, and proven experience optimizing largescale contact center operations. Key Responsibilities: Strategic Workforce Planning and Optimization: • Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities. • Develop longterm staffing models, capacity plans, and business scenarios (seasonality, special campaigns, outsourcing impacts). • Lead continuous improvement initiatives that enhance service level performance, productivity, and Flexnity efficiency. Genesys WEM Platform Management: • Serve as platform owner for Genesys Workforce Engagement modules including WFM, Quality Management, Performance Management, Gamification, and Employee Engagement. • Configure, maintain, and optimize workflows, dashboards, routing, and reporting within Genesys. • Partner with IT, vendor teams, and Genesys Support to manage system enhancements, integrations, upgrades, and compliance. Quality and Performance Management: • Build and oversee Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks. • Develop and distribute performance dashboards, realtime analytics, and KPI scorecards for leadership and frontline teams. • Partner with Operational Excellence teams to embed datadriven coaching, VoC insights, and agent performance strategies. Stakeholder and Team Leadership • Lead, mentor, and develop a team of WFM analysts, quality specialists, and performance analysts. • Collaborate with Operations, HR, Training, and Technology teams to enhance employee engagement, retention, and scheduling flexibility. • Build strong executive and operational reporting highlighting performance, trends, risks, and recommendations. Qualifications: Required: • Bachelor s degree in Business, Operations, Analytics, or related field (or equivalent experience). • 7 plus years of experience in Workforce Management or Workforce Engagement, including at least 3 years in a senior or managerial capacity. • Strong expertise in Genesys Cloud WEM, including Workforce Management, Quality, and Performance modules. • Demonstrated experience managing contact center operations with 500+ agents across multiple channels (voice, chat, email, digital). • Proven ability to analyze complex data, build forecasts, optimize scheduling, and present insights to senior leadership. • Strong interpersonal skills with the ability to influence crossfunctional leaders and manage change effectively. Preferred: • Genesys Cloud CX/WEM Certification (e.g., Genesys Cloud WFM Certification). • Experience with voice analytics, AIbased quality tools, or sentiment analysis. • Experience managing remote or hybrid contact center workforce. • Six Sigma/Lean or other process improvement certifications. Core Competencies: • Strategic Workforce Planning • Genesys WEM/WFM Platform Expertise • Quality and Performance Optimization • Data Analysis and Capacity Planning • Stakeholder Management and Communication • Project and Change Management • Team Leadership and Development -- Asher Williams Desk: 2o1.497.1o1o X:1o5 | Direct: 551.272.o129 asher (at) pullskill dot com Apply tot his job Apply tot his job
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