Strategic Workforce Manager, WFM & Forecasting (Genesys)

First Investors Financial Services, Inc.; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Stellantis Financial Services, Inc. in the United States seeks a Workforce Manager, Specialized Services, to forecast, schedule, and optimize real-time capacity across contact-center operations.

The role partners with leadership to ensure service levels and customer experience meet strategic goals. The ideal candidate has 3+ years in Workforce Management, experience with Genesys or similar platforms, and a strong quantitative approach to capacity planning.

Qualifications

• Experience using WFM platforms (Genesys or similar) for forecasting, scheduling, and real-time adherence.
• Experience partnering with operational leaders for capacity planning and business continuity initiatives.
• Minimum 3 years in Workforce Management or related field with a track record of improving service levels.

Responsibilities

• Forecast staffing plans and schedules to meet service level goals.
• Manage real-time scheduling and intraday adherence.
• Administer WFM systems like Genesys for meetings, training, and events.
• Support short- and long-term capacity planning and contingency strategies.
• Prepare workforce performance reports with KPIs and actionable insights.
• Lead continuous improvements in forecasting accuracy and utilization.
• Collaborate with stakeholders on workforce planning initiatives.
• Perform other duties as assigned.

Skills

WFM systems proficiency

Real-time adherence monitoring

Forecasting & scheduling

Workforce analytics

Overtime available

Travel willingness 0-10%

Commute to Dallas/Atlanta/Michigan

Education

High school diploma

Bachelor’s degree preferred

WFM certification preferred

Tools

Power BI

Tableau

Job description

Stellantis Financial Services, Inc. in the United States seeks a Workforce Manager, Specialized Services, to forecast, schedule, and optimize real-time capacity across contact-center operations.

The role partners with leadership to ensure service levels and customer experience meet strategic goals. The ideal candidate has 3+ years in Workforce Management, experience with Genesys or similar platforms, and a strong quantitative approach to capacity planning.