Remote Genesys WFM & Reporting Analyst

Concord USA; United States; Remote; USD 62,000 - 80,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

Employer Contributions to Health Saves

Flexible Spending Accounts (FSA)

Disability Insurance

Life and AD&D Insurance

Employee Assistance Program (EAP)

401(k) Retirement Savings

Career Growth Opportunities

Team Engagement Activities

Job summary

Concord USA is seeking a Genesys WFM & Reporting Analyst to support the migration of the Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and reporting that shapes staffing, service levels, and member experience.

Remote role supporting ET business hours, with long-term contract. You will build and maintain WFM forecasts, schedules, adherence, and dashboards, and audit data using Power Automate, Power Query, or Power BI.

Qualifications

• Hands-on experience with Genesys Workforce Management (forecasting, scheduling, adherence).
• Strong Genesys reporting experience: dashboards and scheduled reports.
• Experience using Power Automate 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.
• Contact center or customer service operations background is a plus.
• Prior experience with Verint WFM or a contact center platform migration is a plus.
• Healthcare or health insurance experience is a plus.

Responsibilities

• 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.

Skills

Genesys WFM

Genesys reporting

Power Automate

Power Query

Power BI

Data storytelling

Stakeholder communication

Job description

Concord USA is seeking a Genesys WFM & Reporting Analyst to support the migration of the Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and reporting that shapes staffing, service levels, and member experience.

Remote role supporting ET business hours, with long-term contract. You will build and maintain WFM forecasts, schedules, adherence, and dashboards, and audit data using Power Automate, Power Query, or Power BI.