Genesys Workforce Management (WFM) Lead

Temporary

Kforce has a client searchng for a Genesys Workforce Management (WFM) Lead. This role is fully remote, with the first week at the client's office in Pittsburgh, PA. Responsibilities:

Lead the design, configuration, and implementation of Genesys Cloud WFM capabilities, including forecasting, scheduling, adherence, intraday management, and reporting
Define and optimize workforce management processes, operating models, governance, and best practices across contact center operations
Lead requirements gathering, testing, training, deployment, and post-production support to ensure successful adoption and business outcomes
Strong expertise with Genesys Cloud Workforce Management and related contact center technologies
Experience leading end-to-end WFM implementations, including solution design, configuration, testing, and deployment
Strong understanding of contact center operations, workforce planning methodologies, and operational metrics such as service level, occupancy, adherence, and shrinkage

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Vacancy posted 2 days ago

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