Workforce Manager

🔥 13 hours ago

🥔 Idaho – Remote

🥔 Idaho – Remote

💵 $80k - $86k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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, capacity planning, and scalable staffing models • Monitor real-time adherence and shrinkage across 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 fluency in Genesys Cloud call routing and Architect flows to troubleshoot issues and support IT changes • Monitor emerging 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 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

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