Job Description- Support the functionality of Genesys WFM software (forecasting, scheduling, and maintenance)
- Analyze contact center performance data and provide recommendations to balance performance and support effective decision making
- Forecast long term and short term contact volume and staffing
- Maintain data points that promote accurate forecasting and understand drivers that produce anomalies
- Provide schedule recommendations for new hire training classes and optimized off-phone activities
- Establish and maintain relationships with a broad base of stakeholders (i.e. Command Center, Leadership, Executives, etc.)
- Lead meetings with Operations Teams to align and review performance and planning
- Review requirements for new tools
- Work with other WFM team members to balance workload and ensure deliverables are met
- Ad-hoc WFM duties as assigned
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications
• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• 5 or more years of work experience
• Excellent verbal and written communication skills are essential
• Experience with scheduling software (such as eWorkforce Management, Genesys WFM) and ACD reporting systems (such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, IWS) is recommend)
• Basic knowledge of Operational tactical and strategic techniques used to drive overall service levels across multiple sites
• Recommended Knowledge/experience with Genesys software, Fair Isaac's Falcon, and Adeptra.
• The incumbent should possess strong analytical capabilities, knowledge of staff planning, trend analysis and excellent PC skills, including NT
• Must be able to work independently with minimal supervision to reach established goals
• Organized and detail-oriented
• Decisive self-starter who can perform with a minimal amount of supervision
• Candidate must demonstrate ability to set priorities
• Ability to work well in a team environment is essential to the analyst's success
• Solid leadership and decision-making ability
• Ability to prioritize and balance workload across multiple sites
• Must demonstrate the ability to manage multiple service requests with strict time limits on an ongoing basis
• Proficiency in Microsoft Office functions, specifically Excel
U.S. Applicants OnlyThe estimated salary range for this position is $90,000.00 to $ 144,500.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
