Manager – WFM Routing and Skill Optimization

Job Description

What is the opportunity? The Manager, WFM Routing and Skill Optimization is responsible for the sound execution and ongoing maintenance of existing Genesys interaction routing strategies aligned to support optimized efficiency, Client experience and Advisor utilization. Includes the accurate oversight of all Business operations and Client Treatment plans as well as the precise management of individual Advisor skilling profiles. Contributes to operational effectiveness by streamlining processes and identifying opportunities for improvement while acting as a trusted partner and sharing best practices across business entities.This is a fixed-term contract position until December 31, 2027. The position requires a minimum of four (4) days per week on-site. This in-office requirement may be subject to change based on business requirements.What will you do?

Provide Genesys Skilling and Routing subject matter leadership to new initiativ...