Com Psych 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 Guidance Resources and Absence Resources 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.
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This 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.
WhatYou’ll Do
- 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
- 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…
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