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About ComPsychComPsych 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 SummaryThis 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 ResponsibilitiesLead 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 clockDevelop and drive long-term workforce strategy, including capacity planning and staffing models that scale with business growth and changing demandMonitor real-time adherence and shrinkage across all shifts and channels, adjusting staffing to protect service levelsTrack and analyze key workforce metrics (adherence, shrinkage, utilization, productivity), identifying trends and opportunities for improvementConfigure and maintain Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing to support operational needsMaintain 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 queuesStay current on modern and emerging contact center technologies, including AI bots, natural language processing, sentiment analysis, and other workforce optimization toolsPartner with IT on Genesys Cloud platform changes, troubleshooting, and escalations as neededOversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensationResolve payroll exceptions and partner with Payroll, HR, and Operations Leadership to ensure accurate and compliant pay processingLead, coach, and develop administrative staff, contributing to team communications, engagement, and effective day-to-day operationsPerform other duties and responsibilities as assignedJob QualificationsBachelor’s degree requiredAt least 5 years multi-channel contact center experienceMinimum 3 years supervisory or management experienceAt least 2 years hands-on experience with Genesys Cloud, including WFM/WEM, queue design, and skills-based routingProven experience forecasting and staffing multi-channel contact center volumes, including telephony systems and forecasting methodologiesExperience with AI-enabled contact center tools (e.g., AI bots, natural language processing, sentiment analysis) is preferredStrong attention to detail, prioritization, and organizational/project management skillsStrong analytical skillsSelf-starter with ability to multi-task and work autonomouslyExcellent interpersonal, teamwork, and communication skillsProficient in Microsoft Office suite including Microsoft ExcelOther RequirementsConsistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is requiredAbility to be present on camera during work-related trainings, meetings, and/or eventsMust be able to sit or stand at a desk for prolonged periods while working on a computerCompensation and BenefitsFull benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much moreThe 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.
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