Manager – WFM Routing and Skill Optimization

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.

Responsibilities

• Provide Genesys Skilling and Routing subject matter leadership to new initiatives.
• Identify and recommend opportunities to enhance call flow and interaction routing to align with business needs and strategic priorities.
• Accountable for the creation and ongoing maintenance of Genesys related documentatio...