Lendbuzz

Manager

• 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.

WFM/Dialer Manager

Machine Learning Engineer

• Annotate documents data from sales-dealers and customers to train AI workflows
• Develop and refine prompts and Retrieval-Augmented Generation (RAG) technique cvg cant es to enhance the performance of CV models and AI workflows
• Assess the needs of dealers and customers, and implement AI verification functionalities to address those needs
• Fine-tune Computer Vision models as time permits and based on the availability of annotated data

WFM/Dialer Manager

Machine Learning Engineer Co-Op, Data Labeller