Remote Genesys WFM & Reporting Analyst — Cloud CX Migration

Concord USA; Saint Paul (MN); Remote; USD 62,000 - 66,000; Full time

Benefits offered by this job

Health Insurance

401(k) Matching

HSA Contributions

Dental Insurance

Vision Insurance

Life Insurance

Job summary

Concord USA is seeking a Genesys WFM & Reporting Analyst to support a migration of the Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and the reporting the team relies on during the transition.

You'll collaborate with operations leadership and translate staffing needs into WFM settings and reports, shaping service levels and member experience across shifts and time zones.

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.
• 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

Forecasting

Scheduling

Adherence

Genesys Reporting

Power Automate

Power Query

Power BI

Stakeholder Communication

Healthcare Experience

Tools

Power BI

Power Automate

Job description

Concord USA is seeking a Genesys WFM & Reporting Analyst to support a migration of the Member Engagement contact center to Genesys Cloud CX. You will own workforce management configuration and the reporting the team relies on during the transition.

You'll collaborate with operations leadership and translate staffing needs into WFM settings and reports, shaping service levels and member experience across shifts and time zones.