Senior Genesys WEM Manager

Job Summary

A company is looking for a Senior Genesys Workforce Engagement Manager (WEM).

Key Responsibilities

• Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities
• Serve as platform owner for Genesys Workforce Engagement modules and manage system enhancements
• Build and oversee Quality Monitoring programs and develop performance dashboards for leadership

Required Qualifications, Training, and Education

• Deep expertise in Genesys Workforce Engagement Management (WEM) platform
• Proven experience in optimizing large-scale contact center operations
• Strong analytical skills with a focus on data analysis and capacity planning
• Experience in team leadership and development
• Knowledge of project and change management methodologies