Senior Manager – Genesys Cloud Workforce Management

🕒 May 21

🇺🇸 United States – Remote

💵 $110k - $140k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

⚕️ Healthcare Insurance

🧘 Wellness

🤝 B2B

Healthcare Insurance • Wellness • B2B

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, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists • Establish clear performance expectations, career development plans, and ongoing coaching practices • Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance • Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance • Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions • Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions • Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience • Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives

🎯 Requirements

• Bachelor’s degree required, preferably in Workforce Management, Operations, Information Systems, Business, or a related field • 5+ years of leadership or management experience required • 7+ years of experience in service delivery or workforce management roles within high-volume contact center environments preferred • Strong knowledge of FMLA, ADA, state leave laws, disability programs, and regulatory compliance requirements • Proven ability to lead teams, manage escalations, and deliver results under pressure • Deep hands-on expertise with Genesys Cloud configuration, routing, IVR design, omnichannel operations, and platform integrations • Strong experience in workforce management disciplines including forecasting, scheduling, real-time management, and capacity planning • Experience implementing AI-enabled contact center technologies and automation solutions • Strong analytical, problem-solving, and stakeholder management capabilities • Excellent verbal and written communication skills with the ability to present effectively to technical and non-technical audiences • Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook • Self-starter with the ability to manage multiple priorities, work independently, and adapt in a dynamic environment • Strong organizational, decision-making, and critical thinking skills.

🏖️ Benefits

• Full benefits package • Paid Time Off (PTO) • Medical insurance • Dental insurance • Vision insurance • 401(k) with match • Robust EAP • Wellness program