Remote Genesys WFM & Reporting Consultant (ET Hours)

Concord USA; Minnesota; Remote; USD 62,000 - 80,000; Part time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) Retirement Savings

Flexible Spending Accounts (FSA)

Disability Insurance

Life and AD&D Insurance

Employee Assistance Program (EAP)

Career Growth Opportunities

Team Engagement Activities

Job summary

Concord is seeking a Genesys WFM & Reporting Analyst to support a client migration to Genesys Cloud CX. This remote role (US only) will drive workforce management configuration and create reporting essential for staffing and service levels.

You will partner with operations leaders to translate staffing needs into WFM settings, validate data migration, and build dashboards and reports using Power BI, Power Automate, and Power Query. Prior contact center experience is a plus.

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

Genesys reporting

Power Automate

Power Query

Power BI

Stakeholder communication

Tools

Power BI

Verint WFM

Job description

Concord is seeking a Genesys WFM & Reporting Analyst to support a client migration to Genesys Cloud CX. This remote role (US only) will drive workforce management configuration and create reporting essential for staffing and service levels.

You will partner with operations leaders to translate staffing needs into WFM settings, validate data migration, and build dashboards and reports using Power BI, Power Automate, and Power Query. Prior contact center experience is a plus.