Senior Workforce Management Analyst (Genesys Cloud CX)

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

ABOUT THE POSITION

The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role is responsible for advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM local administration, and operational performance analysis to ensure alignment between member demand, staffing strategies, and service delivery objectives. This position acts as a strategic partner to Experience Center leadership by identifying operational trends, recommending workforce optimization opportunities, improving forecasting accuracy, and supporting long-term workforce planning initiatives. The role requires strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality.

NORMAL DAY-TO-DAY WORK

1. Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels.

2. Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy.

3. Support staffing models and capacity plans to align workforce requirements with service level objectives.

4. Provide scenario modeling and “what-if” analysis to support operational decision-making.

5. Monitor forecast variances and recommend corrective actions.

6. Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness.

7. Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic.

8. Support shift optimization initiatives and workforce balancing strategies.

9. Assist with queue consolidation and planning group optimization efforts.

10. Serve as a subject matter expert for Genesys Cloud WFM functionality.

11. Troubleshoot workforce management configuration issues and recommend system improvements.

12. Lead the implementation and optimization of new WFM capabilities and operational enhancements.

13. Trains and mentors team members on workforce management tools and best practices.

14. Takes ownership of actions, decisions, and results; openly accepts feedback and demonstrates both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 7 – 9 years of Workforce Management experience, preferably in a contact center environment.

2. Experience working with Genesys Cloud CX workforce management software and systems.

3. Proven ability to analyze performance data and implement effective workforce solutions.

4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent).

5. Excellent problem-solving skills and the ability to make decisions under pressure.

6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.

7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).

8. Must be able to work onsite at Credit Union administrative headquarters.

9. Travel required sometimes.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Experience in financial services or credit unions.
2. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities.
3. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
4. Exceptional communication skills for presenting insights and recommendations to stakeholders.
5. Understanding of regulatory compliance and customer service excellence.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

[email protected]