Global Remote Workforce Forecasting Lead

ComPsych Corporation; Northern (KY); Hybrid; USD 80,000 - 86,000; Full time

Benefits offered by this job

PTO

Medical/Dental/Vision

401(k) with match

Wellness program

EAP

Job summary

ComPsych Corporation is seeking a Senior Workforce Manager to lead global, 24/7 workforce forecasting and staffing for a fully remote clinical staff. You will oversee scheduling, adherence, and payroll operations, while configuring Genesys Cloud WFM/WEM and routing with technical collaboration across IT and Operations.

The role requires 5+ years in multi-channel contact centers, 3+ years of supervisory experience, and strong analytical, leadership, and Excel skills.

Qualifications

• Bachelor's degree required.
• 5+ years multi-channel contact center experience.
• 3+ years supervisory/management experience.
• 2+ years hands-on Genesys Cloud (WFM/WEM, queue design, routing).
• Experience forecasting and staffing multi-channel volumes.
• Experience with AI-enabled contact center tools preferred.

Responsibilities

• Lead forecasting, scheduling, and staffing across global 24/7 CC.
• Develop long-term workforce strategy and capacity planning.
• Monitor real-time adherence, shrinkage, and service levels.
• Configure Genesys Cloud settings for WFM/WEM and routing.
• Oversee payroll operations including timecards and PTO.

Skills

Forecasting

Staffing planning

Genesys Cloud

WFM/WEM

Leadership

Excel

Analytics

Communication

Education

Bachelor's degree

Tools

Microsoft Excel

Job description

ComPsych Corporation is seeking a Senior Workforce Manager to lead global, 24/7 workforce forecasting and staffing for a fully remote clinical staff. You will oversee scheduling, adherence, and payroll operations, while configuring Genesys Cloud WFM/WEM and routing with technical collaboration across IT and Operations.

The role requires 5+ years in multi-channel contact centers, 3+ years of supervisory experience, and strong analytical, leadership, and Excel skills.