Genesys WFM & Reporting Specialist (Remote ET)

Concord; United States; À distance; USD 62 000 - 66 000; Plein temps

Avantages offerts par ce poste

Health, Dental, Vision Insurance

HSA employer contribution

FSA options

Disability Insurance

Life and AD&D Insurance

EAP

401(k) matching

Career growth opportunities

Team engagement activities

Résumé du poste

Concord is seeking a Genesys WFM & Reporting Analyst to support a major transition of a Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and the critical reporting that informs staffing, SLAs, and member experience.

Ideal candidates bring hands-on Genesys WFM, strong reporting skills (Power BI, dashboards), and capability to audit data using Power Automate/Power Query.

Qualifications

• Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
• Strong Genesys reporting experience: building performance views, dashboards, and scheduled reports.
• Experience using Power Automate and/or Power Query for data auditing, OR strong Power BI reporting experience using Genesys data.
• Able to work independently with operations stakeholders and explain data clearly to non-technical audiences.

Responsabilités

• Configure and maintain Genesys Workforce Management: forecasting, scheduling, adherence, and intraday management.
• Build and maintain Genesys reporting (performance views, dashboards, and scheduled reports) for Member Engagement leadership and operations.
• Support the migration from the legacy platform, including validating that WFM and reporting data carries over accurately.
• Audit WFM and reporting data using Power Automate and Power Query, or build Power BI reporting on top of Genesys data.
• Partner with operations leaders to translate staffing and service-level needs into WFM settings and reports.
• Spot and resolve data discrepancies, and document processes and report definitions.

Connaissances

Genesys WFM

Genesys reporting

Power Automate

Power Query

Power BI

Stakeholder comms

Healthcare exp

Verint WFM

Migration exp

Description du poste

Concord is seeking a Genesys WFM & Reporting Analyst to support a major transition of a Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and the critical reporting that informs staffing, SLAs, and member experience.

Ideal candidates bring hands-on Genesys WFM, strong reporting skills (Power BI, dashboards), and capability to audit data using Power Automate/Power Query.