Related skills
sql ai excel ivr genesys cloud cx📋 Description
- Forecast demand, optimize schedules, and model capacity across channels.
- Design IVR flows, optimize routing, manage dialer, and evaluate platforms.
- Own chat, email, and SMS; monitor performance; optimize routing.
- Design and manage WFM strategies to ensure staffing meets demand.
- Long-term forecasting and capacity planning for growth and seasonality.
- Use data analytics and historical trends to forecast volumes and staffing.
🎯 Requirements
- 3+ years WFM in omni-channel centers; proficient in Genesys WFM and real-time staffing.
- Experience in capacity planning for internal and external resources.
- SQL analytics incl. forecasting models, pivot tables, and Excel macros.
- Genesys Cloud CX 3 admin: IVR, routing, user access, dialer management.
- Familiarity with AI-operated chatbots.
- Deep understanding of call flow logic, DTMF, speech recog, and self-service.
🎁 Benefits
- Generous medical, dental, and vision insurance
- Eligible for annual bonus
- 401k plan with matching contributions
- Generous PTO including sick leave, vacation, volunteer, and more
- 12 weeks paid parental leave
- Monthly tech stipend for remote work
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!