Dialer & WFM Operations Lead

Embedded Shishya; United States; Remote; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Lendbuzz is seeking a Genesys WFM/Dialer Manager to lead our Operations team in the United States. The role administers the Genesys CX Cloud platform, oversees dialing strategies, multi-channel campaigns, and real‑time adherence to achieve inbound and outbound KPIs while ensuring data integrity and regulatory compliance.

You will build forecasts, manage scheduling, run UAT with Product, and drive AI-enabled initiatives to optimize contact-center performance.

Qualifikationen

• 3–5 years configuring Genesys Cloud CX and dialing modules.
• Experience in forecast-based staffing and WFM.
• Experience handling outbound campaigns and compliance (TCPA, FDCPA, STIR/SHAKEN).

Aufgaben

• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
• Lead dialer configuration, multi-channel campaign management, pacing, and compliance settings.
• Forecast staffing needs and optimize scheduling to meet inbound/outbound KPIs.
• Monitor real‑time adherence, shrinkage, and adjust output and SLAs.
• Translate contact center data into actionable insights and recommendations.
• Ensure regulatory compliance for outbound calling and data handling.
• Collaborate with Operations, Product, IT, and Leadership on platform enhancements and AI initiatives.
• Establish and lead a team of analysts overseeing contact strategies and WEM.

Kenntnisse

Genesys CX Cloud

WFM

Outbound Dialing

Forecasting

Scheduling

Data analysis

Regulatory compliance

Tools

Google Sheets

MS Excel

Jobbeschreibung

Lendbuzz is seeking a Genesys WFM/Dialer Manager to lead our Operations team in the United States. The role administers the Genesys CX Cloud platform, oversees dialing strategies, multi-channel campaigns, and real‑time adherence to achieve inbound and outbound KPIs while ensuring data integrity and regulatory compliance.

You will build forecasts, manage scheduling, run UAT with Product, and drive AI-enabled initiatives to optimize contact-center performance.