Senior WFM & Forecasting Analyst (Genesys Cloud)

Civic Federal Credit Union; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Job summary

Civic Federal Credit Union in Raleigh is seeking a Senior Workforce Management Analyst to lead advanced forecasting, staffing optimization, and capacity planning for the Experience Center. You will partner with leaders to align member demand with service delivery and drive workforce performance using Genesys Cloud WFM.

The role requires 7–9 years of WFM experience in a contact center, strong data analysis skills, and hands-on knowledge of Genesys Cloud CX.

Qualifications

• 7–9 years of Workforce Management experience, preferably in a contact center.
• Experience with Genesys Cloud CX workforce management software and systems.
• Proven ability to analyze performance data and implement effective workforce solutions.
• Strong understanding of ASA, AHT, and FTE metrics.
• Excellent problem‑solving and decision‑making under pressure.
• Ability to work in a consumer business office environment with standard equipment.
• Must be able to lift a minimum of 25 lbs.
• Travel required occasionally and onsite work at headquarters.

Responsibilities

• Develop and maintain short-term and long-term contact center forecasts across multiple channels.
• Analyze historical trends, seasonality, and campaign impacts to improve forecast accuracy.
• Support staffing models and capacity plans to meet service level objectives.
• Provide scenario modeling and what‑if analyses for decisions.
• Monitor forecast variances and recommend corrective actions.
• Identify opportunities to improve occupancy, shrinkage, and schedule effectiveness.
• Partner with leadership to optimize staffing, queues, skills, and routing logic.
• Lead the implementation and optimization of new WFM capabilities.

Skills

Genesys Cloud CX

Workforce Management

Forecasting

Data analysis

Problem solving

Communication

Tools

Excel

SQL

BI software

Job description

Civic Federal Credit Union in Raleigh is seeking a Senior Workforce Management Analyst to lead advanced forecasting, staffing optimization, and capacity planning for the Experience Center. You will partner with leaders to align member demand with service delivery and drive workforce performance using Genesys Cloud WFM.

The role requires 7–9 years of WFM experience in a contact center, strong data analysis skills, and hands-on knowledge of Genesys Cloud CX.