Senior Genesys Workforce Engagement Manager (WEM)

Position: Senior Genesys Workforce Engagement Manager (WEM)
Time zone: EST
Schedule: Full time (40 hours/week)
Contract Duration: 8 months ( opportunity to extend )
Remote: 100% Remote across the US

JOB DESCRIPTION:

Position Overview

The Senior Genesys Workforce Engagement Manager will lead workforce optimization strategies across our multi-channel contact center leveraging the Genesys Workforce Engagement Management (WEM) platform. This role is responsible for the strategic planning, configuration, and continuous improvement of forecasting, scheduling, quality monitoring, performance analytics, and employee engagement initiatives. The ideal candidate is a thought leader with deep Genesys WFE expertise, strong analytical acumen, and proven experience optimizing large-scale contact center operations.

Key Responsibilities

Strategic Workforce Planning & Optimization

• Own and optimize workforce forecasting, scheduling, and intraday management using Genesys WFE/WFM capabilities.
• Develop long-term staffing models, capacity plans, and business scenarios (seasonality, special campaigns, outsourcing impacts).
• Lead continuous improvement initiatives that enhance service level performance, productivity, and cost efficiency.

Genesys WEM Platform Management

• Serve as platform owner for Genesys Workforce Engagement modules including WFM, Quality Management, Performance Management, Gamification, and Employee Engagement.
• Configure, maintain, and optimize workflows, dashboards, routing, and reporting within Genesys.
• Partner with IT, vendor teams, and Genesys Support to manage system enhancements, integrations, upgrades, and compliance.

Quality & Performance Management

• Build and oversee Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks.
• Develop and distribute performance dashboards, real-time analytics, and KPI scorecards for leadership and frontline teams.
• Partner with Operational Excellence teams to embed data-driven coaching, VoC insights, and agent performance strategies.

Stakeholder & Team Leadership

• Lead, mentor, and develop a team of WFM analysts, quality specialists, and performance analysts.
• Collaborate with Operations, HR, Training, and Technology teams to enhance employee engagement, retention, and scheduling flexibility.
• Build strong executive and operational reporting highlighting performance, trends, risks, and recommendations.

Core Competencies

• Strategic Workforce Planning
• Genesys WEM/WFM Platform Expertise
• Quality & Performance Optimization
• Data Analysis & Capacity Planning
• Stakeholder Management & Communication
• Project & Change Management
• Team Leadership & Development