Senior Workforce Management Analyst
On-siteRaleigh, North Carolina, United States
Job Summary
Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels while analyzing historical trends to improve forecast accuracy. Support staffing models and capacity plans to align workforce requirements with service level objectives, providing scenario modeling for operational decision-making. Monitor forecast variances, recommend corrective actions, and lead the implementation of new Genesys Cloud WFM capabilities. Serve as a subject matter expert for workforce management functionality, troubleshoot configuration issues, and train team members on best practices. Work onsite at Credit Union administrative headquarters with occasional travel required.
Required Qualifications
- 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 but not limited to: 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.
Desired 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.
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