WFM/Dialer Manager

Lendbuzz

Responsible for configuring and managing the Genesys Cloud CX platform in a high-volume contact center. Ensure compliance, optimize performance, and lead campaign management strategies.

Posted 6/9/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

CloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.
Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.
Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.
Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.
Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.
Translate contact center data into actionable insights and strategic recommendations.
Ensure adherence to regulatory and compliance guidelines related to outbound calling.
Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.
Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.
Document contact center processes and changes to maintain operational transparency and continuity.
Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives.
Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.

Requirements

What you’ll need

3-5 years of experience administering the Genesys Cloud CX platform.
Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
Proven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.
Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)
Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.
Detail-oriented with strong organizational and problem-solving skills.
Excellent communication and collaboration skills.
**Preferred:** Experience in the auto lending industry or financial services.
**Preferred:** Genesys Cloud CX Professional (GCP) or Specialist certifications.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Lendbuzz Website LinkedIn All Job Openings 201 - 500 employees Founded 2015 💸 Finance 💳 Fintech Finance
Fintech Lendbuzz is a US-based fintech company that offers auto loans, private-party vehicle financing, and refinancing solutions by evaluating applicants’ broader financial profiles rather than relying solely on traditional credit scores. The company provides a streamlined digital application and verification process for consumers and partners with car dealerships to originate loans quickly and securely; loans are made by Lendbuzz Funding, LLC. WFM/Dialer Manager 🔥 1 hour ago 🇺🇸 United States – Remote 💵 $90k - $100k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.
Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.
Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.
Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.
Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.
Translate contact center data into actionable insights and strategic recommendations.
Ensure adherence to regulatory and compliance guidelines related to outbound calling.
Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.
Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.
Document contact center processes and changes to maintain operational transparency and continuity.
Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives.
Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration. 🎯 Requirements
3-5 years of experience administering the Genesys Cloud CX platform.
Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
Proven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.
Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)
Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.
Detail-oriented with strong organizational and problem-solving skills.
Excellent communication and collaboration skills.
**Preferred:** Experience in the auto lending industry or financial services.
**Preferred:** Genesys Cloud CX Professional (GCP) or Specialist certifications. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Enterprise Delivery Manager – Data Services 🔥 1 hour ago ON Partners 51 - 200 🤝 B2B 🎯 Recruiter Website LinkedIn All Job Openings Enterprise Delivery Manager overseeing data initiatives and ensuring successful project execution at Attain Partners. Leading strategy and delivery oversight for data integration, governance, and quality. 🇺🇸 United States – Remote 💵 $180k - $210k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Case Manager 🔥 1 hour ago Datavant 201 - 500 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Case Manager at Datavant handling administrative aspects and communication between attorneys and medical experts. Ensuring efficiency and accuracy throughout all phases of healthcare-related cases. 🇺🇸 United States – Remote 💵 $60k - $70k / year 💰 $40M Series B on 2020-10 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Accounts Manager 🔥 2 hours ago NOVALINK SOLUTIONS LLC 51 - 200 📡 Telecommunications Website LinkedIn All Job Openings Account Manager working remotely, focusing on IT staffing and recruitment at Novalink Solutions. Seeking a results-driven professional with experience in account management and recruitment. 🇺🇸 United States – Remote ⏰ Full Time 🟢 Junior 🟡 Mid-level 👔 Manager 🦅 H1B Visa Sponsor Senior Practice Manager, Healthcare – Life Science 🔥 2 hours ago Snowflake 5001 - 10000 ☁️ SaaS Website LinkedIn All Job Openings Services Practice Manager transforming businesses through cloud data solutions. Collaborating with clients and top-tier sales teams to drive professional service engagements. 🇺🇸 United States – Remote 💵 $184k - $276k / year ⏰ Full Time 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor Healthcare Consulting Manager – Physician Enterprise Access & Consumer 🔥 4 hours ago Huron 5001 - 10000 🤝 B2B 🏢 Enterprise 💸 Finance Website LinkedIn All Job Openings Healthcare Consulting Manager managing complex projects and improving performance for healthcare organizations. Collaborating with team members and clients to achieve business objectives and lead junior staff. 🇺🇸 United States – Remote 💵 $145k - $185k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🦅 H1B Visa Sponsor View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Genesys CX CloudGenesys WFMOutbound Dialingcontact center forecastingscheduling logicreal-time adherence trackingAI-driven solutionsdata analysismulti-channel campaign managementcompliance settings

Soft Skills

organizational skillsproblem-solving skillscommunication skillscollaboration skillsdetail-oriented

Certifications

Genesys Cloud CX ProfessionalGenesys Cloud CX Specialist