Responsibilities
- Manage and optimize Genesys Workforce Management and dialer systems to align with operational needs.
- Develop forecasting models and staffing plans to meet service level targets.
- Oversee scheduling accuracy and adherence monitoring across teams.
- Collaborate with operations leaders to refine contact center performance.
- Troubleshoot technical issues related to WFM and dialer platforms.
- Ensure data integrity within scheduling and reporting tools.
- Lead system upgrades, patches, and configuration changes.
- Train team members on WFM and dialer functionalities.
- Generate and analyze performance reports to guide decision-making.
- Maintain compliance with regulatory standards in dialer operations.
- Coordinate with IT for system integrations and support.
- Implement best practices for forecasting and capacity planning.
- Monitor dialer campaign performance and adjust strategies as needed.
- Support audit readiness for workforce and outbound initiatives.
- Document processes and maintain operational playbooks.
- Respond to business changes with agile scheduling solutions.
- Ensure seamless communication between technical and operational teams.
- Evaluate new features and tools within the Genesys ecosystem.
- Drive continuous improvement in system utilization and efficiency.
- Serve as primary point of contact for WFM and dialer-related inquiries.
Background Checks
After an offer is accepted, a pre-employment background check is conducted. Any assessment of the results will consider the individual's record in context with the role's responsibilities and requirements.
We’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @lendbuzzcareers.com). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps.
Be aware that fraudulent communications may appear to come from this organization using similar but unofficial email domains. Official correspondence will only be sent from @lendbuzz.com. Interviews will not be conducted through messaging apps, and sensitive personal data will never be requested during early hiring stages.
