Genesys WFM/Dialer Manager

2 months, 2 weeks ago
Full-time
Mid Level
Project and Program Management
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

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

Senior Manager of Customer Onboarding

Enumerate 51-250 Internet Software & Services

Enumerate is hiring a remote Senior Manager of Customer Onboarding to lead onboarding managers and build a scalable program that drives software adoption, digital workflow enablement, and payments utilization for association management ERP customers.

ERP
16 hours, 14 minutes ago

Operations Manager III (6310)

Dan.com - a GoDaddy brand Internet Software & Services

itD is hiring a remote Operations Manager III to support Central Security operations by coordinating requests, managing budgets, overseeing vendors and contracts, and delivering operational reporting.

Cybersecurity Tableau
16 hours, 29 minutes ago

District Manager - Dashmart - Atlanta Area

DoorDash 10K-50K Air Freight & Logistics

DoorDash is seeking a Regional Operations leader to oversee 4–6 DashMart local-fulfillment facilities, leading teams and improving safe, efficient, and profitable daily operations.

16 hours, 59 minutes ago

Director, Production Operations

Immortals 11-50 Media

Immortals is hiring a Director of Production Operations to build and manage scalable content-production systems for Blueprint’s social video, YouTube, and paid content programs.

16 hours, 59 minutes 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