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As the Business Operations Analyst I – WFM Back Office Administration within the Operations Infrastructure Back Office Workforce Management Team for Consumer and Community Banking (CCB) you will be responsible for designing and configuring the Genesys Workforce Management (WFM) and Genesys intelligent Workload Distribution (iWD) platform structure. You will also need to develop, maintain, and design internal process documentation and training manuals.
Audit, test, and troubleshoot configuration set-up and issues for the entire application
Train WFM teams on Genesys and iWD functionality
Support application configuration for external data feeds such as KANA or PEGA.
Manage business partner engagement and lead monthly touchpoint meetings
Manage complex project requests to ensure timely and accurate execution
Advanced knowledge of Genesys Workforce Management application and Back Office operations and metrics
Excellent critical thinking, troubleshooting, organizational, and time management skills
Proven ability to document and train on new or existing processes
Able to creatively solve problems through critical thinking
Comfortable with fluid business environment and changing job priorities
Must be flexible with work schedule to accommodate business need
Ability to work in a consistently fast paced environment with the ability to work independently and in a group
Strong skills in Microsoft Office products (Excel, Word, PowerPoint, etc.)