Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Workforce Coordinator
Description
Workforce Coordinator are responsible for analyzing and evaluating metrics to improve human resources, capacity planning and maximize labor utilization rates. The workforce analyst utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of the workforce. A workforce analyst applies predictive models and methods to develop short and long-term forecast. Produces daily, weekly, and monthly team reports and visualizations and provide easy to understand information required for decision making.
Duties and Responsibilities:
Provide ongoing Call Center operational analysis, planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators.
Collect, analyze, and interpret workforce data (volume, trends, productivity, performance) using software like Excel/WFM tools to identify patterns and insights.
Monitor live operations, manage intraday changes, and ensure adherence to service level agreements (SLAs).
Identifying and partnering with the customer service leads team to implement innovative labor management practices.
Utilize Genesys Cloud software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.
Allocate staff efficiently, balancing workload demands with skills, experience, and cost-effectiveness.
Supports the implementation of the Workforce management processes and tools
Conduct training on quality system processes
Work to establish a training program and trainer qualification program.
Create quality SOPs and templates and assist other functional areas in creating department specific SOPs and templates.
Develop and deliver training curricula
Provide subject matter expertise on workforce management tools and processes
Responsible for ongoing, continuous improvement in testing efficiency and effectiveness using innovative Workforce practices and tools, and close collaboration with the development and business organizations
Basic Qualifications
REQUIRED: Minimum of one year of recent experience as a workforce analyst measuring a technical team or equivalent experience
Experience measuring employee performance and metrics in contact center space.
Strong analytical, numerical, and problem-solving skills.
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
