Workforce Manager

About the Role

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.

What You'll Do

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

What We're Looking For

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

Other Requirements

• 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

Benefits and Perks

Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more

The salary range for this position is $80,000 - $86,000 USD. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.

EEO

ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws.

For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.