Remote Global Workforce Manager — WFM & Payroll

ComPsych

United States

On-site

USD 80,000 - 86,000

Full time

5 days ago

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Benefits offered by this job

Full benefits package

Job summary

ComPsych is seeking a Workforce Planning leader to drive forecasting, scheduling, and staffing for a global 24/7 remote contact center supporting clinical staff. You will align capacity models with business growth, monitor adherence, and optimize service levels across time zones.

Expertise in Genesys Cloud and WFM/WEM is essential. The role partners with IT and Operations Leadership, overseeing payroll operations and talent development while staying ahead of AI-enabled tools in the contact

Qualifications

Bachelor’s degree required.
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

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