Workforce Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee workforce forecasting, scheduling, and staffing planning for a global, 24/7, multi-channel contact center that supports remote clinical personnel.

• Create and implement a long-term workforce strategy that encompasses capacity planning and staffing models.

• Monitor real-time adherence and shrinkage across all shifts and channels, adjusting staffing levels to maintain service standards.

• Track and analyze workforce metrics, such as adherence, shrinkage, utilization, and productivity.

• Configure and maintain Genesys Cloud settings for Workforce Management (WFM) and Workforce Engagement Management (WEM), including queue design and skills-based routing.

• Manage Genesys Cloud call routing and Architect flows to troubleshoot problems and support IT modifications.

• Stay updated on contact center technologies, including AI bots, natural language processing, sentiment analysis, and workforce optimization tools.

• Collaborate with IT on changes to the Genesys Cloud platform, including troubleshooting and escalations.

• Supervise contact center payroll operations, including timecard approvals, paid time off (PTO), holiday pay, shift differentials, and incentive compensation.

• Address payroll exceptions in coordination with Payroll, HR, and Operations Leadership.

• Lead, mentor, and develop administrative staff.

• Carry out additional duties and responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• A minimum of 5 years of experience in a multi-channel contact center.

• At least 3 years of experience in a supervisory or management role.

• A minimum of 2 years of hands-on experience with Genesys Cloud, including WFM/WEM, queue design, and skills-based routing.

• Demonstrated experience in forecasting and staffing multi-channel contact center volumes, including familiarity with telephony systems and forecasting methodologies.

• Experience with AI-enabled contact center tools (e.g., AI bots, natural language processing, sentiment analysis) is advantageous.

• Strong attention to detail, prioritization, and project management abilities.

• Excellent analytical skills.

• Self-motivated with the capability to manage multiple tasks and work independently.

• Exceptional interpersonal, teamwork, and communication skills.

• Proficient in the Microsoft Office suite, particularly Microsoft Excel.

• Reliable high-speed internet and a distraction-free workspace are required.

• Must be able to appear on camera during work-related training sessions, meetings, and events.

• Ability to sit or stand at a desk for extended periods while using a computer.

🏝️ Benefits

• Statutory paid leave and public holidays.

• Employer-sponsored health and social insurance contributions (where applicable).

• Employee wellbeing programs.

• Access to Employee Assistance Programs (EAP).