Back
Tier-1 brand, mid-level requirement, and metro location increase competition for this role.
WFM and Genesys experience are contact-center specific, limiting cross-industry transferability.
Mandatory five-year WFM experience plus required Genesys WFM/tool expertise makes shortlisting stringent.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Own workforce management metrics analysis including SLA, shrinkage, occupancy, adherence, AHT, and leveraging insights in planning.
Manage queue operations and coordinate strategies across internal teams and outsourced partners.
Provide performance reporting, root cause analysis with narratives, and real-time schedule adherence support at site-level.
Minimum 5 years of WFM experience with hands-on queue management and scheduling analysis.
Experience with Workforce Management tools like Genesys WFM, IEX, Tableau, Superset, Salesforce.
Willingness to travel nationally and internationally occasionally, and work on weekends and holidays as needed.
Strong Excel and Google Sheets skills.
Experienced in fast-paced environments handling multi-dimensional workforce data and dynamic scheduling challenges.
Able to communicate effectively across teams and build trust with internal and external partners.
Capable of independently managing technical systems and streamlining workforce processes for business improvements.