Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime.
Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction.
Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice.
Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand.
Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
Leverage data analytics and historical trends to forecast call volumes and staffing requirements.
Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.
Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience.
Standardized workforce management policies and procedures.
Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency.
Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity.
Provide actionable insights and recommendations based on performance data to drive operational success.

Requirements

3+ years of workforce management experience in omni-channel contact centers with proficiency in Genesys WFM tools and real-time management expertise making live staffing decisions
Experience in capacity planning for internal and external resources (internal teams and 3rd party agencies)
Advanced data analytics skills in SQL including forecasting models, pivot tables, and macros in Excel
Hands-on Genesys Cloud CX 3 administration experience building IVR flows, configuring routing rules, managing user access, dialer management and optimizing platform performance
Familiarity with AI-operated chatbots
Deep understanding of call flow logic, DTMF menus, speech recognition, and self-service containment strategies that deflect calls without frustrating customers
Can build flow charts, write SOPs, and translate complex routing logic into clear explanations that non-technical stakeholders
See patterns in metrics and translate them into actionable improvements that move needles on efficiency, cost, and experience
Can compare vendors, technologies, and process changes with compelling analysis that balances customer experience, operational efficiency, and budget reality
Self-motivated and sense of ownership. When you spot problems, you fix them (or escalate with solutions already drafted)
Lending, banking, or collections experience with deep understanding of compliance constraints (TCPA, FDCPA, FCRA)

Benefits

Generous medical, dental, and vision insurance options
Eligible for Annual Bonus
401k Plan with a matching contribution
Generous PTO including sick leave, vacation, volunteer, and more
12 Weeks Paid Parental Leave
Company-paid short & long term disability and life insurance
Monthly tech stipend to help cover expenses for remote work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

workforce managementcapacity planningdata analyticsSQLforecasting modelsExcelIVR flowscall flow logicrouting rulesself-service containment

Soft Skills

problem-solvingself-motivatedownershipcommunicationanalytical thinkingprocess improvementcollaborationadaptabilityattention to detailstrategic thinking