Partner with operations to generate and deploy schedules by language, skill and channel
Set up, manage and maintain schedules for several internal teams
Manage, build and track schedule demand across partner sites with multi-channel languages
Build scheduling scenarios and assess impacts of new lines, SLA changes, routing
Work with the WFM team to understand capacity planning and forecasting
Track, analyse and report employee performance with Genesys data

🎯 Requirements

Bachelor’s Degree or equivalent experience is required.
Minimum 5 years of contact center management experience.
Experience with Genesys WFM (preferred) or IEX/NICE/Aspect/eWFM.
Strong problem-solving and analytical skills with attention to detail.
Ability to communicate complex information clearly to a non-WFM audience.
SQL and Tableau experience preferred.
Solid Excel and Google Docs proficiency.
Readiness to travel to other offices nationally and internationally.

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