Manager – WFM Routing and Skill Optimization
About The Position
The Manager, WFM Routing and Skill Optimization is responsible for the sound execution and ongoing maintenance of existing Genesys interaction routing strategies aligned to support optimized efficiency, Client experience and Advisor utilization. Includes the accurate oversight of all Business operations and Client Treatment plans as well as the precise management of individual Advisor skilling profiles. Contributes to operational effectiveness by streamlining processes and identifying opportunities for improvement while acting as a trusted partner and sharing best practices across business entities. This is a fixed-term contract position until December 31, 2027. The position requires a minimum of four (4) days per week on-site. This in-office requirement may be subject to change based on business requirements.
Requirements
- Experience with Genesys Routing
- Ability to work independently and manage multiple priorities efficiently and accurately in a fast-paced environment
- Strong organizational skills, attention to detail and confidentiality
- Proficient computer skills in Windows-based software products including Word, Excel and Outlook
Nice To Haves
- 2-4 years of proven Workforce Management experience
- Working knowledge of Verint Scheduling Software
Responsibilities
- Provide Genesys Skilling and Routing subject matter leadership to new initiatives.
- Identify and recommend opportunities to enhance call flow and interaction routing to align with business need and strategic priorities.
- Accountable for the creation and ongoing maintenance of Genesys related documentation (ie: jobaids, call flows, treatment plans) to ensure accuracy, relevance and alignment to current Contact Centre strategies.
- Monitor and maintain optimal use of primary and backup targeting resources.
- Responsible for the effectiveness of Callback application. Ensures Punctuality and Reconnect rates are within acceptable guidelines and performs required changes to configuration when deviations arise.
- Accountable for the maintenance of all real-time dashboards and regularly validates that template content and application statistics remain accurate and add value to real-time processes.
- Accountable for the execution of required Genesys configuration changes associated with all daily/seasonal business operation activities.
Benefits
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
