Contact Center Supervisor (Genesys)

Contact Center Supervisor (Genesys) Ledgent Technology

• 3.9 Eastvale, CA Job Details Contract $30
• $40 an hour 7 hours ago Qualifications Performance dashboards Call center experience Supervising experience Data interpretation Root cause analysis AI Data-driven decision making Call center management Team motivation (leadership skill) Cloud services Full Job Description 100% onsite in Eastvale, CA No C2C or 3rd party candidates will be considered Long term position with the option of being brought on as a full time employee •Genesys experience is Mandatory•Target pay is $30•40 per hour

Qualifications Experience:

Minimum 2+ years in a contact center supervisory or leadership role, with hands-on experience administering and supervising on Genesys Cloud CX.

Platform Proficiency:

Advanced proficiency in Genesys Cloud Supervisor tools, WEM, Architect, reporting dashboards, and AI-powered features such as Agent Copilot and AI Guides.

Analytical Acumen:

Proven ability to interpret KPIs (AHT, FCR, CSAT, CES), identify root causes, and drive data-informed decisions to improve team performance.

Communication & Leadership:

Exceptional interpersonal skills to coach, motivate, and lead diverse teams; ability to communicate clearly across technical and non-technical stakeholders.

Certification:

Genesys Certified Professional (GCP) in Supervision or prior working experience mapping Genesys Architect is highly desirable. Adjust routing rules and staffing levels during peak volume periods. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.