Workforce Manager

ComPsych

. Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7, multi-channel contact center supporting remote clinical staff .

Posted 10/8/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$113,800 - CA$122,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce forecasting, scheduling, and staffing planning within a multi-channel contact center environment, leveraging Genesys Cloud for effective workforce management. Strong analytical and organizational skills are essential for monitoring metrics and optimizing staffing strategies.

Highest-signal resume keywords

Workforce ForecastingGenesys Cloud ExperienceMulti-Channel Contact Center ManagementAnalytical SkillsStaffing Strategy Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementCapacity PlanningStaffing ModelsForecasting MethodologiesQueue DesignSkills-Based RoutingAI-Enabled Contact Center ToolsMicrosoft ExcelPayroll OperationsTimecard Approvals

Soft Skills

Attention to DetailOrganizational SkillsInterpersonal SkillsTeamworkCommunication Skills

Tools & Technologies

Genesys CloudAI BotsNatural Language ProcessingSentiment AnalysisWorkforce Optimization Tools

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Contact CenterRemote Clinical Staff24/7 OperationsReal-Time AdherenceShrinkage Monitoring

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead workforce forecasting, scheduling, and staffing planning across a global, 24/7, multi-channel contact center supporting remote clinical staff
Develop and drive long-term workforce strategy, including capacity planning and staffing models
Monitor real-time adherence and shrinkage across all shifts and channels, adjusting staffing to protect service levels
Track and analyze workforce metrics including adherence, shrinkage, utilization, and productivity
Configure and maintain Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing
Maintain Genesys Cloud call routing and Architect flows to troubleshoot issues and support IT changes
Stay current on contact center technologies including AI bots, natural language processing, sentiment analysis, and workforce optimization tools
Partner with IT on Genesys Cloud platform changes, troubleshooting, and escalations
Oversee contact center payroll operations, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation
Resolve payroll exceptions with Payroll, HR, and Operations Leadership
Lead, coach, and develop administrative staff
Perform other duties and responsibilities as assigned

Requirements

What you’ll need

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
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

Comp & perks

Statutory paid leave and public holidays
Employer-sponsored health and social insurance contributions (where applicable)
Employee wellbeing programs
Access to Employee Assistance Programs (EAP)