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workforce management forecasting ai capacity planning dashboards📋 Description
- Build workforce plans and capacity models aligned with volume and SLAs.
- Own intraday performance and service level strategy across channels.
- Refine dialing algorithms and interaction windows to boost reachability.
- Implement advanced WFM templates and AI-driven models within labor laws.
- Develop dashboards translating complex math into clear leadership insights.
🎯 Requirements
- Extensive hands-on experience in Workforce Management in Support and Collections.
- Expert-level proficiency in Genesys Cloud CX or similar enterprise-level WFM stacks.
- Strong understanding of operational metrics tied to KPIs and profitability.
- Mastery of quantitative analysis and data-driven decision-making.
- Ability to build complex capacity models for new products with limited data.
- Proficient in using data tools to extract metadata and validate performance.
- Ability to lead teams with accountability and positive culture.
🎁 Benefits
- Work on a problem that truly matters.
- Be part of something big from the ground up.
- Unparalleled growth opportunity.
- Join a world-class team.
- Meaningful ownership in the company.
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