Genesys Workforce Engagement Manager (WEM) | Remote | Must work on W2
Role: Genesys Workforce Engagement Manager (WEM) Location: Remote Job Description:
- Genesys Workforce Engagement Manager (WEM) Position Overview:
- The Senior Genesys Workforce Engagement Manager will lead workforce optimization strategies across client s multichannel contact center leveraging the Genesys Workforce Engagement Management (WEM) platform.
- This role is responsible for the strategic planning, configuration, and continuous improvement of forecasting, scheduling, quality monitoring, performance analytics, and employee engagement initiatives.
- The ideal candidate is a thought leader with deep Genesys WFE expertise, strong analytical acumen, and proven experience optimizing largescale contact center operations. Key Responsibilities: Strategic Workforce Planning and Optimization:
- Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities.
- Develop longterm staffing models, capacity plans, and business scenarios (seasonality, special campaigns, outsourcing impacts).
- Lead continuous improvement initiatives that enhance service level performance, productivity, and careerzynith efficiency. Genesys WEM Platform Management:
- Serve as platform owner for Genesys Workforce Engagement modules including WFM, Quality Management, Performance Management, Gamification, and Employee Engagement.
- Configure, maintain, and optimize workflows, dashboards, routing, and reporting within Genesys.
- Partner with IT, vendor teams, and Genesys Support to manage system enhancements, integrations, upgrades, and compliance. Quality and Performance Management:
- Build and oversee Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks.
- Develop and distribute performance dashboards, realtime analytics, and KPI scorecards for leadership and frontline teams.
- Partner with Operational Excellence teams to embed datadriven coaching, VoC insights, and agent performance strategies. Stakeholder and Team Leadership
- Lead, mentor, and develop a team of WFM analysts, quality specialists, and performance analysts.
- Collaborate with Operations, HR, Training, and Technology teams to enhance employee engagement, retention, and scheduling flexibility.
- Build strong executive and operational reporting highlighting performance, trends, risks, and recommendations. Qualifications: Required:
- Bachelor s degree in Business, Operations, Analytics, or related field (or equivalent experience).
- 7 plus years of experience in Workforce Management or Workforce Engagement, including at least 3 years in a senior or managerial capacity.
- Strong expertise in Genesys Cloud WEM, including Workforce Management, Quality, and Performance modules.
- Demonstrated experience managing contact center operations with 500+ agents across multiple channels (voice, chat, email, digital).
- Proven ability to analyze complex data, build forecasts, optimize scheduling, and present insights to senior leadership.
- Strong interpersonal skills with the ability to influence crossfunctional leaders and manage change effectively. Preferred:
- Genesys Cloud CX/WEM Certification (e.g., Genesys Cloud WFM Certification).
- Experience with voice analytics, AIbased quality tools, or sentiment analysis.
- Experience managing remote or hybrid contact center workforce.
- Six Sigma/Lean or other process improvement certifications. Core Competencies:
- Strategic Workforce Planning
- Genesys WEM/WFM Platform Expertise
- Quality and Performance Optimization
- Data Analysis and Capacity Planning
- Stakeholder Management and Communication
- Project and Change Management
- Team Leadership and Development -- Asher Williams Desk: 2o1.497.1o1o X:1o5 | Direct: 551.272.o129 asher (at) pullskill dot com
Apply To this Job