RemoteLeaf Logo
Log in Sign up

Genesys WFM/Dialer Manager

3 months ago
Anywhere
Full-time
Mid Level
Operations Manager
Project and Program Management
Apply Now
Lendbuzz

Lendbuzz

Lendbuzz: AI-based auto finance platform providing fair credit access for diverse clients and supporting dealership partners.

Diversified Financial Services
51-250
Founded 2015
$1100M raised
View All Jobs 15

Description

  • Administer and maintain the Genesys Cloud CX platform, including users, roles, skills, queues, permissions, and system configurations.
  • Serve as the first point of contact for platform issues and manage escalations with Genesys Support.
  • Partner with Product to define flow requirements and conduct user acceptance testing (UAT) for operational readiness.
  • Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
  • Execute and optimize voice, digital, and AI-enabled campaigns to support business initiatives.
  • Monitor and improve blended contact center performance against inbound and outbound KPIs.
  • Oversee automated and manual contact list imports, ensuring data integrity and correct field mapping.
  • Lead workforce management configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
  • Monitor real-time adherence and shrinkage, working with operations supervisors to correct issues and improve SLA performance.
  • Document contact center processes and changes, and translate performance data into actionable recommendations.

Requirements

  • 3-5 years of experience administering the Genesys Cloud CX platform.
  • Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
  • Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
  • Proven experience transitioning AI-driven solutions from pilot to stabilized, high-volume production environments.
  • Working knowledge of compliance and regulatory protocols such as TCPA, FDCPA, and STIR/SHAKEN.
  • Proficiency in Google Sheets and/or MS Excel, with the ability to translate data into actionable recommendations.
  • Detail-oriented with strong organizational and problem-solving skills.
  • Excellent communication and collaboration skills.
  • Experience in the auto lending industry or financial services preferred.
  • Genesys Cloud CX Professional (GCP) or Specialist certification preferred.

Benefits

  • Full-time remote work arrangement.
  • Competitive salary of $90,000 to $100,000 per year.
  • Opportunity to work on AI-enabled initiatives and strategic platform improvements.
  • Background check process with individualized assessment after offer acceptance.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

AssetWatch®

Field Coordination Manager

AssetWatch® 51-250 Construction & Engineering

AssetWatch is hiring a Field Coordination Manager to lead real-time field support and escalations, resolve operational issues, and protect customer experience for global manufacturing clients.

United States Full-time Mid Level Operations Manager
$90k-$110k
CRM Salesforce
11 hours, 4 minutes ago
Sunrise Group

Supply Chain & Procurement Manager

Sunrise Group 51-250 Internet Software & Services

Sunrise Group is seeking a Supply Chain & Procurement Manager to oversee materials, inventory, procurement, manufacturing coordination, logistics, and 3PL operations supporting its medical-device production and Dreem Health clinics.

Europe Senior Operations Manager
$76k-$86k
ERP
11 hours, 4 minutes ago
LBC Mortgage

Operations Manager

LBC Mortgage 11-50 Real Estate

LBC Mortgage is seeking an experienced Operations Manager to oversee daily operations, improve cross-functional processes, and build scalable systems for its growing U.S. mortgage brokerage.

Philippines Argentina Portugal Dominican Republic Mid Level Operations Manager
12 hours, 19 minutes ago
Mozilla

Staff Technical Support Manager, Enterprise

Mozilla 251-1K Internet Software & Services

Mozilla is hiring a Staff Enterprise Support Operations Manager to build and operate its first B2B technical support function, connecting enterprise customers, external vendors, Product, and Engineering.

Anywhere Full-time Lead Operations Manager
CRM JIRA
1 day, 11 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers