Workforce Manager

🔥 15 minutes ago

🇨🇦 Canada – Remote

💵 $113.8k - $122.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7, multi-channel contact center supporting remote clinical staff • Develop and drive long-term workforce strategy, including capacity planning and staffing models • Monitor real-time adherence and shrinkage across all shifts and channels, adjusting staffing to protect service levels • Track and analyze workforce metrics including adherence, shrinkage, utilization, and productivity • Configure and maintain Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing • Maintain Genesys Cloud call routing and Architect flows to troubleshoot issues and support IT changes • Stay current on contact center technologies including AI bots, natural language processing, sentiment analysis, and workforce optimization tools • Partner with IT on Genesys Cloud platform changes, troubleshooting, and escalations • Oversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation • Resolve payroll exceptions with Payroll, HR, and Operations Leadership • Lead, coach, and develop administrative staff • Perform other duties and responsibilities as assigned

🎯 Requirements

• 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 • 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

• Statutory paid leave and public holidays • Employer-sponsored health and social insurance contributions (where applicable) • Employee wellbeing programs • Access to Employee Assistance Programs (EAP)