Job Summary
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.
Primary 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
Job Qualifications
- 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
Compensation and Benefits
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The 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.
