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Strong employer brand, mid-level experience requirement, and metro role increase candidate competition.
Role requires niche WFM and contact-center tooling skills, limiting cross-industry transferability.
Explicit 5-year WFM requirement plus Genesys, RTA, and scheduling skills enforces strict filtering.
Own and analyze workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) to integrate insights into planning.
Manage queue operations and communicate workforce management strategies and processes across internal teams and outsourced partners.
Report on performance metrics with root cause analysis and support real-time schedule adherence management to improve operational efficiency.
Minimum 5 years experience in Workforce Management with hands-on queue management and scheduling analysis experience.
Proficiency with Genesys WFM or similar tools (IEX, Tableau, Superset, Salesforce) and strong skills in Excel and Google Sheets.
Ability to travel nationally and internationally occasionally, and work weekends and holidays as required.
Work Experience Required: Minimum 5 years in WFM domain.
Experienced in real-time adherence (RTA) and able to handle dynamic, fast-paced environments with multi-dimensional work.
Strong problem-solving skills with the ability to view big picture and streamline processes for business improvement.
Effective communicator and relationship builder comfortable interacting with broad teams and external partners.