Senior Workforce Management Analyst (Genesys Cloud CX)

About the role

This senior-level role supports Workforce Management (WFM) functions across the Experience Center. Responsibilities include advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM administration, and operational performance analysis to align member demand, staffing strategies, and service delivery objectives. The position partners with Experience Center leadership to identify trends, recommend workforce optimization, improve forecast accuracy, and support long-term workforce planning. Strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality is required.

Responsibilities

• Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels.
• Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy.
• Support staffing models and capacity plans to align workforce requirements with service level objectives.
• Provide scenario modeling and “what-if” analysis to support operational decision-making.
• Monitor forecast variances and recommend corrective actions.
• Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness.
• Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic.
• Support shift optimization initiatives and workforce balancing strategies.
• Assist with queue consolidation and planning group optimization efforts.
• Serve as a subject matter expert for Genesys Cloud WFM functionality.
• Troubleshoot workforce management configuration issues and recommend system improvements.
• Lead the implementation and optimization of new WFM capabilities and operational enhancements.
• Train and mentor team members on workforce management tools and best practices.
• Take ownership of actions, decisions, and results; openly accept feedback and demonstrate willingness and ability to improve.

Requirements

• Minimum 7 – 9 years of Workforce Management experience, preferably in a contact center environment.
• Experience working with Genesys Cloud CX workforce management software and systems.
• Proven ability to analyze performance data and implement effective workforce solutions.
• Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent).
• Excellent problem-solving skills and the ability to make decisions under pressure.
• Ability to function in a consumer business office environment and utilize standard office equipment including PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs (file boxes, computer printer).
• Must be able to work onsite at Credit Union administrative headquarters.
• Travel required sometimes.

Qualifications

• Experience in financial services or credit unions.
• Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities.
• Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
• Exceptional communication skills for presenting insights and recommendations to stakeholders.
• Understanding of regulatory compliance and customer service excellence.