This role is critical to ensure we have the right people in the right place at the right time-maximizing service levels, minimizing wait times, and driving operational excellence
Job Summary
This role is critical to ensure we have the right people in the right place at the right time-maximizing service levels, minimizing wait times, and driving operational excellence.
Build and maintain dashboards to track forecast accuracy, schedule adherence, occupancy, and service levels.
Leverage Genesys Cloud WFM capabilities including AI-powered forecasting, schedule generation, and intraday management.
Matching Summary
This role is critical to ensure we have the right people in the right place at the right time-maximizing service levels, minimizing wait times, and driving operational excellence.
Skills & Requirements
Must-have
Genesys Cloud WFM
contact center forecasting
operational excellence
strategic workforce planning
data visualization tools
Nice-to-have
utility industry call drivers
multi-site contact center operations
AI-powered forecasting
thoughtful, collaborative manner
Key Requirements
Bachelor’s degree in Business, Statistics, Operations Management, or related field – or equivalent relevant experience
3-5+ years of experience in contact center forecasting, workforce planning, or operations analytics
Proficiency with Genesys Cloud Workforce Management tools
Strong analytical skills with experience in Excel (expert-level), SQL
Proven ability to manage large-scale forecasting for high-volume contact centers