Workforce Manager

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 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 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 Benefits: — Full benefits package for full-time employees will be provided in accordance with local labor laws and may include statutory paid leave and public holidays — Employer-sponsored health and social insurance contributions (where applicable) — Employee wellbeing programs — Access to Employee Assistance Programs (EAP) The salary range for this position is $113,800 - $122,300 CAD. 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. We are an equal opportunity employer committed to fair, transparent, and merit-based employment practices. All qualified applicants will receive consideration for employment without regard to age, gender, gender identity or expression, sexual orientation, race, color, or ethnic origin, nationality, religion or belief, disability, pregnancy or parental status, marital or family status, veteran or military status, socioeconomic background, genetic information, or any other characteristic protected under applicable local, national, or international law. We are committed to providing an inclusive and accessible recruitment process. If you require accommodations or adjustments at any stage of the recruitment process due to a disability or any other reason, please contact us at Recruiter@compsych.com and we will work with you to meet your needs.