Why This Job is Featured on The SaaS Jobs
Workforce coordination is an under-sung lever in SaaS customer experience: subscription businesses live or die on consistent service levels, and that depends on forecasting, scheduling, and real-time operational control. This listing stands out because it sits directly alongside a cloud contact-center platform (Genesys Cloud), where demand signals, tooling, and SLAs are tightly instrumented and measurable.
For a SaaS career, the role builds durable operating skills that translate across support, success, and service operations functions. Working with volume trends, productivity metrics, and predictive models develops a practical understanding of how SaaS teams balance efficiency with customer outcomes. The emphasis on reporting and visualization also aligns with how SaaS organizations communicate performance—turning granular operational data into decisions that affect capacity, hiring plans, and day-to-day execution.
This position fits someone who prefers structured problem-solving and is comfortable spending significant time in data, schedules, and operational tooling. It suits professionals who want to be close to the “production line” of customer experience—monitoring intraday changes, partnering with service leads, and improving processes—rather than pursuing a purely strategic or purely people-management path.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Workforce Coordinator
Description
Workforce Coordinator are responsible for analyzing and evaluating metrics to improve human resources, capacity planning and maximize labor utilization rates. The workforce analyst utilizes hiring, sourcing, attrition, and productivity metrics to provide actionable insights about the current and future states of the workforce. A workforce analyst applies predictive models and methods to develop short and long-term forecast. Produces daily, weekly, and monthly team reports and visualizations and provide easy to understand information required for decision making.
Duties and Responsibilities:
Collect, analyze, and interpret workforce data (volume, trends, productivity, performance) using software like Excel/WFM tools to identify patterns and insights.
Utilize Genesys Cloud software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.
Allocate staff efficiently, balancing workload demands with skills, experience, and cost-effectiveness.
Responsible for ongoing, continuous improvement in testing efficiency and effectiveness using innovative Workforce practices and tools, and close collaboration with the development and business organizations
Basic Qualifications
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
