Job Description

Job Description

JOB SUMMARY

The Director, Workforce Planning & Resource Management is a senior leader responsible for the strategic direction, oversight, and continuous improvement of workforce management across all Contact Center operations. This role drives the adoption and optimization of Genesys Cloud solutions, ensuring that resource allocation, forecasting, and staffing strategies align with both client-specific and enterprise-wide objectives. The Director partners with contact center leadership, clients, and cross-functional teams to deliver innovative, data-driven workforce solutions that maximize service quality, operational efficiency, and business outcomes.

KEY DUTIES/RESPONSIBILITIES

  • Strategic Leadership & Innovation: Set the vision and strategy for workforce planning, leveraging Genesys Cloud and advanced analytics to anticipate business needs and deliver scalable solutions. Lead the Workforce Management team in developing and impl...

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