Remote Global Contact Center Workforce Manager

careers-compsych; United States; Remote; USD 80,000 - 86,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with match

Employee assistance program (EAP)

Wellness program

Paid Time Off (PTO)

Job summary

ComPsych is seeking an experienced workforce planning leader to oversee forecasting, scheduling, and staffing for a global, 24/7 remote contact center supporting a remote clinical staff. You will drive capacity planning and monitor adherence across time zones.

The role involves configuring Genesys Cloud WFM/WEM, routing, and analytics, partnering with IT and leadership to maintain service levels and payroll operations; a Bachelor's degree and 5+ years in multi-channel centers are required.

Qualifications

• 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.
• Experience with AI-enabled contact center tools preferred.
• Strong attention to detail, organizational and project management skills.
• Strong analytical and communication skills.

Responsibilities

• Lead workforce forecasting, scheduling, and staffing across a global 24/7 multi-channel contact center.
• Develop long-term workforce strategy and capacity planning to scale with growth.
• Monitor real-time adherence and shrinkage, adjusting staffing to protect service levels.
• Track metrics and identify opportunities for improvement.
• Configure and maintain Genesys Cloud WFM/WEM settings, queue design, and routing.
• Collaborate with IT on platform changes and issue resolution.
• Stay current on AI-enabled contact center technologies and tools.
• Oversee payroll operations including timecards, PTO, holidays, and incentives.
• Partner with Payroll, HR, and Operations Leadership on accurate pay processing.
• Lead and develop administrative staff.

Skills

Forecasting

Staffing planning

Genesys Cloud

WFM/WEM

Queue design

Analytics

Leadership

Communication

Excel

Education

Bachelor's degree

Tools

Genesys Cloud

Microsoft Excel

Job description

ComPsych is seeking an experienced workforce planning leader to oversee forecasting, scheduling, and staffing for a global, 24/7 remote contact center supporting a remote clinical staff. You will drive capacity planning and monitor adherence across time zones.

The role involves configuring Genesys Cloud WFM/WEM, routing, and analytics, partnering with IT and leadership to maintain service levels and payroll operations; a Bachelor's degree and 5+ years in multi-channel centers are required.