Genesys WFM/Dialer Manager Remote Operations – Loan Servicing

Key Responsibilities:

• Administer the Genesys CX Cloud platform, managing users, roles, skills, queues, and system configurations as the first line of defense for platform issues.
• Own dialer configuration and multi-channel campaign management, ensuring strict adherence to regulatory and compliance guidelines for all outbound activities.
• Execute and optimize multi-channel campaigns (voice, digital, AI) to align operational performance with strategic business initiatives and drive operational excellence.

Workforce Management:

• Lead WFM configuration and optimization, including forecasting, scheduling, intraday management, and real-time adherence tracking in a blended contact center environment.
• Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjust for optimal output and SLA performance.
• Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels, documenting processes for transparency.

Collaboration and Leadership:

• Collaborate with Operations, Product, IT, and Leadership teams on platform enhancements and continuous strategic improvement initiatives with a focus on AI-enabled solutions.
• Establish and lead a team of analysts overseeing contact strategies, outbound campaign management, and general Genesys administration to translate data into actionable insights.
• Perform thorough UAT with the Product Team to ensure operational readiness for strategic developments, maintaining data integrity in contact list imports.