Manager, Workforce Management

The Command Center Manager leads real-time operations for a global, multi-channel contact center environment, ensuring interval service targets are met while driving automation, resilience, and continuous improvement. This role blends operational leadership in Genesys Cloud, advanced analytics using Power BI, Tableau, and Excel, and governance through playbooks and policy engines. The manager will also develop talent through coaching and partner with stakeholders across multiple sites to maintain service excellence.

Key Responsibilities:

Virtual Run Room & Real Time Performance:

• Lead the virtual run room, a centralized digital environment for real-time monitoring and intervention.
• Manage Genesys Cloud alerts, execute routing changes, OT & VTO offers, backlog deferrals, and escalations all through virtual collaboration tools.
• Coordinate incident bridges and vendor overflow during...