Workforce Analyst

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?DescriptionWorkforce Analysts are responsible for analyzing and evaluating metrics to improve human resources, capacity planning, and maximizing labor utilization rates.  The workforce analyst utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of the workforce. A workforce analyst applies predictive models and methods to develop short and long-term forecast. Produces daily, weekly, and monthly team reports and visualizations and provide easy to understand information required for decision making. Duties and Responsibilities:Provide ongoing Call Center operational analysis, advance planning, and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicatorsIdentifying and partnering with the customer service leads team to implement innovative labor management practices.Utilize Genesys Cloud software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules, and meet multi-system requirements for service level objectives, forecast staffing levels for multiple call center teams.Develop labor schedules to meet contact volumes and service levels.Supports the implementation of the Workforce management processes and toolsConduct training on quality system processesWork to establish a training program and trainer qualification program.Create quality SOPs and templates and assist other functional areas in creating department specific SOPs and templates.Develop and deliver training curricula Provide subject matter expertise on workforce management tools and processes Responsible for ongoing, continuous improvement in testing efficiency and effectiveness using innovative Workforce practices and tools, and close collaboration with the development and business organizationsBasic QualificationsREQUIRED: Minimum of one year of recent experience as a workforce analyst measuring a technical team or equivalent experienceExperience measuring employee performance and metrics in contact center spaceMust have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)Excellent verbal and written communication skillsAbility to remain focused and productive each day though tasks may be repetitive#LI-RS1#LI-Remote#LI-Hybrid#LI-OnsiteAbout Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.