WFM Manager

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?Job DescriptionJob Title: WFM ManagerDepartment & Team: Product Support, WFMReports to: Director, Product Support Customer ExperienceLocation: Manila, PhilippinesRole: Workforce Manager Job SummaryGenesys is seeking a Workforce Manager to assist in our Product Support Center. In this role, it is essential to manage customer experience and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is lead the following areas, forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements, and time-off requests. Our ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees, and understand our financial needs. This often requires real-time monitoring and oversight of employees. This position will work closely with leaders in the product support group to improve processes and drive adoption of all processes implemented.Workforce Manager Duties and ResponsibilitiesUse Workforce Optimization (WFO) software to improve efficiencyForecast staffing needs, taking into account contact volume and headcount requirementsAssist with scheduling and process time-off requestsGenerate reports to show changes to productivity or performanceProvide updates on efficiency to company leadersUphold a high standard of customer service through real-time monitoring and other methodsOther duties as assignedWorkforce Manager Requirements and QualificationsA bachelor's degree in a business-related field or equivalent experienceHuman resources experience preferredExperience with Workforce Optimization software a plusComputer proficiencyOrganizational and communication skillsOpen to working the night shift if necessary or as required by the roleDesirable Skills:• Strong process implementation background• Process improvement experience• Experience in Genesys Cloud#LI-DD1#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.About 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.