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Workforce Optimization Expert

1 month ago

Birmingham, Birmingham, United Kingdom TEKsystems Full time
Job Description

We are looking for a highly skilled Genesys Engineer to join our team in Birmingham, UK. The ideal candidate will have experience in workforce management, contact centre operations, and data analysis. This Contract position offers a competitive daily rate of £475.00 - £550.00 GBP and the opportunity to work with advanced WFM systems and technologies.

Key Responsibilities
  • Generate schedules to optimize resource allocation.
  • Analyse data to identify areas for improvement.
  • Develop and maintain performance reports to inform decision-making.
  • Collaborate with Operations teams to achieve service level goals.
  • Communicate effectively with Planning Managers and CRT/NRC teams.
  • Produce call volume forecasts for Voice, Chat, and Back Office operations.
Requirements
  • Proficiency in Genesys, workforce management, and contact centre operations.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Experience in maintaining data integrity within WFM systems.
Working Arrangements

This is a remote Contract position with flexible working arrangements. You will have the opportunity to work with a talented team of professionals and contribute to the success of our clients.