Remote opportunity at
ComPsych CorporationWorkforce Manager
ComPsych Corporation is a worldwide provider of organizational mental health, well-being, and absence management solutions, serving over 78,000 customers globally. The Behavioral Health division is currently…
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About This Role
ComPsych Corporation is a worldwide provider of organizational mental health, well-being, and absence management solutions, serving over 78,000 customers globally. The Behavioral Health division is currently seeking a Workforce Manager for a fully remote position. This role is central to the daily operations of a global, 24/7, multi-channel contact center supporting clinical staff across multiple time zones. The position requires a candidate who can balance strategic forecasting and capacity planning…
Job Description
ComPsych Corporation is a worldwide provider of organizational mental health, well-being, and absence management solutions, serving over 78,000 customers globally. The Behavioral Health division is currently seeking a Workforce Manager for a fully remote position. This role is central to the daily operations of a global, 24/7, multi-channel contact center supporting clinical staff across multiple time zones. The position requires a candidate who can balance strategic forecasting and capacity planning with real-time oversight of schedule adherence, payroll processes, and platform administration.
The person in this role will partner closely with Operations Leadership and IT to manage staffing models, analyze performance metrics, and oversee payroll tasks such as timecard approvals and incentive compensation. Additionally, the Workforce Manager will configure and troubleshoot Genesys Cloud WFM/WEM settings, queue designs, and skills-based routing. This opportunity suits an experienced professional with a strong analytical background in contact center environments who can work autonomously while leading administrative staff.
Responsibilities
- Lead long-term workforce planning, capacity modeling, and scheduling across a global 24/7 multi-channel contact center supporting remote clinical staff
- Monitor real-time adherence, shrinkage, and service levels across all shifts and communication channels
- Track and evaluate contact center performance metrics including utilization and productivity to identify trends
- Configure and maintain Genesys Cloud settings, queue designs, and skills-based routing
- Troubleshoot Genesys Cloud call routing and Architect flows in partnership with IT
- Oversee contact center payroll functions such as timecard reviews, PTO approvals, holiday pay, and shift differentials
- Resolve payroll exceptions and collaborate with Payroll, HR, and Operations Leadership for accurate pay processing
- Supervise, coach, and support administrative staff members
Requirements
- Minimum of 5 years of experience in a multi-channel contact center
- At least 3 years of supervisory or management experience
- Minimum 2 years of hands-on experience using Genesys Cloud for WFM/WEM, queue design, and skills-based routing
- Demonstrated expertise in forecasting and staffing methodologies for multi-channel contact center volumes and telephony systems
- Consistent and reliable high-speed internet connection with a distraction-free workspace
- Ability to be on camera during work-related meetings, trainings, and events
- Capability to remain seated or standing at a desk for prolonged periods while utilizing a computer
Qualifications
- Bachelor's degree
- Experience with AI-enabled contact center tools such as natural language processing, AI bots, and sentiment analysis
- Proficiency in Microsoft Office applications including Microsoft Excel
Core Skills
Benefits
- Statutory paid leave and public holidays
- Employer-sponsored health and social insurance contributions where applicable
- Employee wellbeing programs
- Access to Employee Assistance Programs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is fully remote, though applicants must have reliable high-speed internet, a distraction-free workspace, and the ability to appear on camera during work-related events.
What is the salary range for the Workforce Manager role?
The annual base salary ranges from CAD 113,800 to 122,300, depending on factors such as prior experience, education, scheduled hours, and geographic market.
What technical experience is required?
Candidates must have at least two years of hands-on experience with Genesys Cloud, covering WFM/WEM, queue design, and skills-based routing.
How can applicants request recruitment accommodations?
Applicants requiring accommodations due to a disability or other reasons can contact Recruiter@compsych.com during the recruitment process.
Sample Interview Questions
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