Genesys Workforce Management (WFM) Lead

RESPONSIBILITIES

Kforce has a client searchng for a Genesys Workforce Management (WFM) Lead. This role is fully remote, with the first week at the client's office in Pittsburgh, PA.

Responsibilities

• Lead the design, configuration, and implementation of Genesys Cloud WFM capabilities, including forecasting, scheduling, adherence, intraday management, and reporting
• Define and optimize workforce management processes, operating models, governance, and best practices across contact center operations
• Lead requirements gathering, testing, training, deployment, and post-production support to ensure successful adoption and business outcomes

REQUIREMENTS:

• Strong expertise with Genesys Cloud Workforce Management and related contact center technologies
• Experience leading end-to-end WFM implementations, including solution design, configuration, testing, and deployment
• Strong understanding of contact center operations, workforce planning methodologies, and operational metrics such as service level, occupancy, adherence, and shrinkage

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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