Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists
Establish clear performance expectations, career development plans, and ongoing coaching practices
Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance
Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance
Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions
Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions
Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience
Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives

Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field
5+ years of leadership or management experience required
7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred
Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements
Proven ability to lead teams, manage escalations, and deliver results under pressure
Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations
Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning
Experience implementing AI-enabled contact center technologies and automation solutions
Strong analytical, problem-solving, and stakeholder management capabilities
Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment
Strong organizational, decision-making, and critical thinking skills.

Senior Manager – Genesys Cloud Workforce Management

Key skills