Genesys Workforce Management (WFM) Lead

$92 - $93 per hour

Kforce

DescriptionKforce 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 outcomesRequirements* 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 shrinkageJob TypeContractCompensation92 - $93

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Vacancy posted 14 hours ago

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