Manager, Strategy, Growth, and Transformation

About the role

Help drive the implementation of Workforce Management (WFM) across multiple regional contact centers supporting the configuration of Genesys Workforce Engagement Module (WEM).

Lead a small team to develop roll out plans with clients, meet with regional stakeholders to evangelize WFM, coordinate with technical resources on WFM configuration, create WFM training, and guide teams through WFM operations using Genesys.

Lead client-facing migration and adoption strategy meetings and advise the client on WFM as contact centers transition from the legacy WFM system to Genesys WFM/WEM.

Actively participate in a broad range of traditional consulting activities such as proposal and RFP initiatives, project financials, staff coaching and oversight, staff recruitment and retention, and more.

Responsibilities

• Work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Build and sustain professional relationships
• Lead projects or workstreams
• Manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Provide clear guidance to others

Qualifications

• Bachelor's degree
• 4+ years of experience working in Contact Center Workforce Management roles
• 1+ years of Genesys Cloud CX / Genesys Workforce Engagement Model (WEM) experience
• 1+ years of experience designing KPI frameworks for large technical and operational transformations
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to obtain and maintain the Public Trust clearance required for this role
• 10+ years of experience working in Contact Center Workforce Management roles (preferred)
• 1+ years of experience working with other workforce management cloud AI platforms (preferred)
• 1+ years of experience migrating from legacy / on-premises system to cloud (preferred)
• 1+ years of experience measuring contact center metrics (ASA, AHT, FCR, CSAT) (preferred)
• 1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc. (preferred)
• 1+ years of experience performing CRM integrations with Salesforce and/or connecting with multiple data warehouses (preferred)

Preferred

• 10+ years of experience working in Contact Center Workforce Management roles (preferred)
• 1+ years of experience working with other workforce management cloud AI platforms (preferred)
• 1+ years of experience migrating from legacy / on-premises system to cloud (preferred)
• 1+ years of experience measuring contact center metrics (ASA, AHT, FCR, CSAT) (preferred)
• 1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc. (preferred)
• 1+ years of experience performing CRM integrations with Salesforce and/or connecting with multiple data warehouses (preferred)

Benefits

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the current range is $134,500 to $265,100.