Job Description

Requirements:

• A Bachelor's Degree in Statistics, Mathematics, Data Science, Business Management, or any relevant field, with a strong emphasis on forecasting, analytics, and workforce/operations planning.
• A Genesys WFM certification/s
• Process/Workflow Improvement qualification (advantageous)
• A minimum experience of 4 to 6 years' in Workforce Management within a contact centre environment
• A minimum experience of 2+ years' with Genesys WFM (Cloud CX, Engage, or PureConnect; cloud experience preferred over on-premise)

Responsibilities:

• Analyze historical data and trends to produce short-term and long-term forecasts for multi-channel (voice, chat, email, etc.) contact volumes.
• Collaborate with business units and leadership to align forecasts with marketing, seasonal trends, and business initiatives.
• Create resource plans to meet forecasted demand while optimizing cost and efficiency.
• Design and maintain agent schedules across locations and time zones, ensuring optimal coverage and adherence to labour laws and agreements.
• Apply scheduling best practices within Genesys WFM (Cloud or Engage) to automate and enhance workforce deployment.
• Monitor service levels and staffing in real-time; take proactive steps to adjust staffing or reforecast when necessary.
• Coordinate with operations to respond to unplanned events (e.g., system outages, high call volumes).
• Generate and distribute performance reports (e.g., adherence, occupancy, forecast accuracy, SLA attainment).
• Deliver actionable insights and recommendations to improve forecast accuracy and scheduling effectiveness.
• Serve as a subject matter expert (SME) on Genesys WFM tools, driving enhancements and training initiatives.
• Work with IT and vendor teams to implement and optimize WFM system configurations and integrations.
• Partner with operations, HR, and training teams to align workforce plans with recruitment, training, and leave planning.
• Act as a mentor to junior WFM analysts and provide cross-functional support as needed.

Skills Required