At a Glance
- Tasks: Lead transformative workforce management projects using Genesys Cloud for major clients.
- Company: Join a leading CCaaS provider known for innovation and excellence.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Work remotely while making a significant impact in the industry.
- Why this job: Shape the future of workforce management in a dynamic, collaborative environment.
- Qualifications: Experience with Genesys Cloud WFM and strong stakeholder engagement skills.
The predicted salary is between 60000 - 70000 £ per year.
A market‑leading Contact Centre as a Service provider is expanding its Professional Services function and is seeking an accomplished Genesys Cloud WFM Specialist. This is an excellent opportunity to shape large‑scale workforce management transformations for major enterprise clients while working with one of the most innovative platforms in the industry.
Key Responsibilities
- Lead end‑to‑end WFM workstreams within complex Genesys Cloud implementations.
- Facilitate high‑quality workshops with operational, technical, and senior stakeholder groups.
- Translate business requirements into robust, scalable WFM solution designs.
- Configure, optimise, and deploy Genesys Cloud WFM capabilities across enterprise environments.
- Provide expert guidance on forecasting, scheduling, intraday management, and long‑term planning.
- Support change management, user adoption, and post‑deployment optimisation.
- Work collaboratively with solution architects, project managers, and customer teams to ensure successful delivery.
Experience required:
- Significant hands‑on experience with Genesys Cloud WFM in enterprise‑scale implementations.
- Proven ability to run workshops, gather requirements, and influence senior stakeholders.
- Strong understanding of contact centre operations and WFM best practice.
- Confident in designing and delivering complex WFM solutions.
- Excellent communication skills with a consultative, customer‑focused approach.
- Passionate about delivering high‑quality outcomes and driving operational improvement.
- Must be eligible for SC clearance.
- Must be based in the UK.
Genesys Cloud WFM Specialist in Luton employer: Context Recruitment
As a leading CCaaS provider, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to excel in their roles. With competitive salaries and the flexibility of remote work, we offer exceptional growth opportunities through hands-on experience with cutting-edge technologies and collaborative projects. Join us to be part of a forward-thinking team dedicated to delivering innovative workforce management solutions for major enterprise clients.
StudySmarter Expert Advice🤫
We think this is how you could land Genesys Cloud WFM Specialist in Luton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Context Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Context Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Genesys Cloud WFM Specialist in Luton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Context Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Context Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Context Recruitment!
How to prepare for a job interview at Context Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
