Workforce Manager

ComPsych Corporation•,

11d•$80,000 - $86,000•Remote

About The Position

This role is essential to the successful operation of the Behavioral Health division's contact center, supporting a global, 24/7, multi-channel environment for a fully remote clinical staff. The role combines strategic workforce forecasting and staffing planning with day-to-day oversight of schedule adherence, service levels, and payroll operations, in close coordination with Operations Leadership. It also requires hands-on configuration of Genesys Cloud (WFM/WEM, queue design, and routing) and strong working fluency in the broader platform to support operational needs.

Requirements

Bachelor’s degree required
At least 5 years multi-channel contact center experience
Minimum 3 years supervisory or management experience
At least 2 years hands-on experience with Genesys Cloud, including WFM/WEM, queue design, and skills-based routing
Proven experience forecasting and staffing multi-channel contact center volumes, including telephony systems and forecasting methodologies
Strong attention to detail, prioritization, and organizational/project management skills
Strong analytical skills
Self-starter with ability to multi-task and work autonomously
Excellent interpersonal, teamwork, and communication skills
Proficient in Microsoft Office suite including Microsoft Excel
Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
Ability to be present on camera during work-related trainings, meetings, and/or events
Must be able to sit or stand at a desk for prolonged periods while working on a computer

Nice To Haves

Experience with AI-enabled contact center tools (e.g., AI bots, natural language processing, sentiment analysis) is preferred

Responsibilities

Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7, multi-channel contact center (voice, chat, email) supporting a remote clinical staff, coordinating across time zones and regions to maintain consistent service levels around the clock
Develop and drive long-term workforce strategy, including capacity planning and staffing models that scale with business growth and changing demand
Monitor real-time adherence and shrinkage across all shifts and channels, adjusting staffing to protect service levels
Track and analyze key workforce metrics (adherence, shrinkage, utilization, productivity), identifying trends and opportunities for improvement
Configure and maintain Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing to support operational needs
Maintain strong working fluency in Genesys Cloud call routing and Architect flows to troubleshoot issues, support IT on changes, and understand downstream impact to staffing and queues
Stay current on modern and emerging contact center technologies, including AI bots, natural language processing, sentiment analysis, and other workforce optimization tools
Partner with IT on Genesys Cloud platform changes, troubleshooting, and escalations as needed
Oversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation
Resolve payroll exceptions and partner with Payroll, HR, and Operations Leadership to ensure accurate and compliant pay processing
Lead, coach, and develop administrative staff, contributing to team communications, engagement, and effective day-to-day operations
Perform other duties and responsibilities as assigned