Job Level

Professional

Job Summary

The Administrator Genesys Workforce Management (WFM) is responsible for acting as the liaison between Genesys users and systems programming and operations teams, translating business needs in actionable usage. Responsible for training users in the interpretation of Genesys reports, reporting capabilities, functionality, and enhancements. Configures and maintains hierarchies.

Job Responsibilities

• Supports Operations and WFM by translating business needs into actionable usage; liaison between Genesys users and systems programming
• Creates PULSE dashboards and reports that can be used in or out of the Genesys tool; provides guidance to users in the interpretation of reports, reporting capabilities and system functionality
• Trains users of the Genesys system and takes the lead in educating users in enhancements to the system; configures and maintains hierarchies
• Supports system users with login issues and ensures the application is running as expected
• Develops SOPs regarding the use of Genesys
• Assists with the translation of business requirements into application requirements for system enhancements
• System Audits to ensure optimal peformance
• Other responsibilities as judgment or necessity dictate

Job Responsibilities, continued

Supervisory Responsibilities

N/A

Physical Requirements

• Constantly (67-100% of time OR 6 or more hours) required to sit, use hands to handle or feel, talk and hear
• Frequently (34-66% of time OR 4-6 hours) required to reach with hands and arms
• Occasionally (0-33% of time OR 1-3 hours) required to stand, walk and stoop, kneel and crouch
• Occasionally (0-33% of time OR 1-3 hours) required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Minimum Qualifications

• Bachelor’s degree in Finance, Logistics, Business Administration or related area of study, or equivalent combination of education and/or relevant work experience
• 2 years’ work experience on Genesys, or other WFM tools, problem solving in a production, call center, or pharmacy environment

Additional Qualifications

• Demonstrated business acumen that aligns to organizational and financial vision or cost/benefit and analytical problem solving
• Ability to develop presentations for senior level management
• Experience with managing multiple projects at one time with demonstrated leadership and influencing skills with process owners in driving change to products and services to meet business objectives
• Experience with operational implementation in a matrix environment
• Excellent verbal and written communication skills; strong analytical mind with the ability to think operationally in a complex operating environment; ability to problem solve quickly while working independently; strong negotiating and facilitation skills
• Experience leading cross-functional teams to meet business objectives with outstanding results
• This role reqiures a level of confidentiality due to the nature of the information being handled and processed
• Willing to travel up to 15% of time for business purposes

Preferred Qualifications

• Master’s degree in Finance, Logistics, Business Administration or related area of study