Job Description

The role requires a minimum of 5 years experience with Genesys workforce management suite. Responsibilities include: 1.Forecasting: Analyzing patterns of call volume and average handle time to ensure accurate forecasting of workload demand and staffing needs to meet business goals Assessing the impact of special events 2.Scheduling: Creating and maintaining work schedules and shifts that will meet the needs of the business, as determined by the forecast and company initiatives Monitor incoming volume across all skills and channels (voice, email, chat, Epic work queues), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Service Desk performance goals 3.Queue Management: Making sure calls are answered in a timely manner and ensuring outbound work is completed within the goal including dynamic routing and maximize utilization of cross-skilled agents Manage and monitor intraday queue performance and schedule adherence Engage with Team Leaders and Managers on any deviations from schedules, including leave early, absences, modifications, processing items, etc. Proactively notify leadership/BUs of exceptions Manage real time changes to agent schedules in WFM platform Ensure absenteeism is properly recorded in our WFM platform Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests 4.Intra-Day Reporting: Reporting our results throughout the day 5.Support decision making on Service Desk operations by compiling metrics and reporting: Develop customized reports for SLAs and productivity (team performance, daily/weekly/monthly) and statistical reports for analysis of process health 6.Work with IT in the event of system outages / latency. Communicate status and follow up as needed. 7.Perform system administration duties (creating profiles in WFM, add/remove employees, etc.) 8.Attend weekly, daily, ad-hoc staffing meetings with management and forecast/scheduling analysts. Requirements 5+ years of experience in workforce planning with demonstrated ability to lead cross-functional teams and seamlessly balance strategic and tactical initiatives 5+ years of experience with Genesys workforce management suite core requirement Experience identifying and implementing technology solutions and tools for business problems Strong collaboration and project management skills to oversee multi-functional projects Ability to earn trust, maintain positive relationships, and contribute to a culture of inclusion Excellent communication skills