Work Force Planning Consultant

Location: US - Atlanta, GA; hybrid position with office attendance determined by the Hiring Manager

Salary: $90,000–$144,500 per year, with potential bonus, equity, and sales incentive payments where applicable.

Company

hirify.global provides payments technology that facilitates transactions among consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Support Genesys WFM forecasting, scheduling, and system maintenance.
• Analyze contact center performance data and recommend actions to improve service levels and decision-making.
• Forecast short- and long-term contact volumes and staffing needs, maintaining accurate planning data and investigating anomalies.
• Recommend schedules for new-hire training and optimized off-phone activities.
• Lead planning and performance meetings with Operations teams and maintain relationships with Command Center, leadership, and executive stakeholders.
• Review requirements for new tools and coordinate workload and deliverables with other WFM team members.

Requirements

• At least 5 years of relevant experience with a Bachelor's degree, or equivalent experience with an advanced degree or PhD.
• Experience with scheduling software such as Genesys WFM or eWorkforce Management and contact center reporting systems.
• Knowledge of staff planning, trend analysis, operational service-level techniques, and workload prioritization across multiple sites.
• Strong analytical, communication, leadership, decision-making, organizational, and independent-working skills.
• Proficiency in Microsoft Office, especially Excel, with the ability to manage multiple time-sensitive service requests.
• Ability to work in a hybrid office setting in Atlanta, Georgia; travel of 5–10% is required.

Nice to have

• Experience with Genesys software, Fair Isaac's Falcon, and Adeptra.
• Experience with Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, or IWS.

Culture & Benefits

• Work in an office setting with hours varying according to department needs.
• Benefits may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.
• Work with stakeholders across Operations, Command Center, leadership, and executive teams.