Workforce Manager

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

About ComPsych

ComPsych is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResources and AbsenceResources solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 78,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

Job Summary

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.

Primary 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

Job 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, 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

Compensation and Benefits

• 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.