Workforce Management Specialist

TEKsystems•Detroit, MI

3d•$55 - $60•Hybrid

About The Position

A client of ours currently has a 3 person team supporting their Genesys Call Center platform. Their current Lead/Genesys SME is leaving for another opportunity so they are looking to temporarily replace him with a Subject Matter Expert who could have the opportunity to go direct should all work out well within the first couple of months. This person will be responsible for forecasting and planning within the tool, understanding risk assumptions when new modules are brought into the environment and understands the context behind the numbers reported by the tool itself. They’re looking for a Workforce Management (WFM) Forecasting & Planning Lead to own long‑range capacity forecasting, scenario planning, and risk translation for leadership. This role connects the dots between Genesys (IVR/contact center), cross‑functional inputs, and operational KPIs to build accurate, defensible plans. You’ll standardize processes for new Genesys modules, manipulate and validate data (Excel/WFM), and clearly communicate assumptions, risks, and tradeoffs to non-technical stakeholders. The ideal candidate blends analytical rigor with strategic thinking—teaching and upskilling others while building repeatable models and playbooks so the team can execute independently.

Requirements

Strategic Forecasting & Long‑Term Capacity Planning
To move beyond “math is math,” integrate qualitative context from other departments (marketing, product, HR, finance) and translate it into actionable, accurate forecasts and staffing plans.
Executive‑Level Communication & Risk Translation
Clearly synthesize assumptions, risks, and tradeoffs (e.g., service levels vs. cost vs. speed) into capacity bumpers and decision options for leadership; document adjustments and reasoning for auditability (“protect our rear ends”).
Genesys & WFM Tooling Expertise (incl. Excel)
Hands‑on with Genesys (IVR, routing, new module adoption) and WFM/Excel to manipulate data, build models, perform “out‑of‑the-box” adjustments, and operationalize new processes as modules roll out.
5–7+ years in Workforce Management, Capacity Planning, or Operations Analytics (contact center or similar high‑volume environment).
Demonstrated long‑term forecasting and scenario planning experience; strong business acumen.
Hands‑on with Genesys (Cloud/Engage), IVR/queue design, and module adoption.
Advanced Excel (Power Query/Pivot, scenario modeling, complex formulas) and familiarity with WFM tooling.
Proven ability to communicate complex, non‑black‑and‑white analytics to executives; crisp writing and narrative skills.
MUST be USC/GC holder

Responsibilities

Own weekly/quarterly/annual volume, AHT, handle mix, and staffing forecasts; develop long‑term capacity plans aligned to business goals.
Build scenario models (best/base/worst case) that incorporate cross‑functional inputs (campaigns, product changes, seasonality, policy shifts).
Define and maintain capacity bumpers and guardrails tied to SLAs/KPIs.
Translate complex WFM models into clear memos/decks for leadership: what changed, why it changed, how we adjusted, risk/impact, and decision asks.
Establish a standard assumptions registry and change‑log to ensure transparency and defensibility.
Partner with the Genesys team on IVR/routing strategy and new module rollouts; evaluate ROI and define process/procedure adjustments for each release.
Design “out‑of‑the-box” manipulations and business rules to rapidly adapt workflows without custom development when appropriate.
Build/maintain Excel/WFM models; perform sensitivity analyses; validate data quality; reconcile platform outputs with business contex
Create reusable templates, SOPs, and playbooks so the current team can execute independently with minimal supervision.
Define and monitor leading indicators (e.g., demand spikes, shrinkage, no‑shows) to mitigate risk before KPIs slip.
Implement standardized reporting (dashboards + narratives) to ensure we meet SLA, service level, occupancy, ASA/ABN targets.