Workforce Manager

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

📋 Description

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

• Create and implement a long-term workforce strategy, ensuring effective capacity planning and scalable staffing models.

• Supervise real-time adherence and shrinkage across various shifts and channels, adjusting staffing levels to maintain service quality.

• Monitor and evaluate workforce metrics, including adherence, shrinkage, utilization, and productivity.

• Set up and manage Genesys Cloud configurations for WFM/WEM, queue design, and skills-based routing.

• Stay proficient in Genesys Cloud call routing and Architect flows to troubleshoot issues and assist with IT modifications.

• Keep abreast of emerging contact center technologies, such as AI bots, natural language processing, sentiment analysis, and workforce optimization tools.

• Collaborate with IT on updates to the Genesys Cloud platform, troubleshooting issues and managing escalations.

• Supervise contact center payroll functions, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation.

• Resolve payroll discrepancies in coordination with Payroll, HR, and Operations Leadership.

• Lead, mentor, and develop administrative staff.

• Carry out additional duties and responsibilities as assigned.

⛳️ Requirements

• A Bachelor’s degree is required.

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

• At least 3 years of supervisory or management experience is necessary.

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

• Demonstrated experience in forecasting and staffing for multi-channel contact center volumes, including knowledge of telephony systems and forecasting methodologies.

• Familiarity with AI-enabled contact center tools is preferred.

• Exceptional attention to detail, along with strong prioritization and organizational/project management skills.

• Strong analytical capabilities.

• A self-starter with the ability to manage multiple tasks and work independently.

• Excellent interpersonal, teamwork, and communication skills.

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

• A reliable high-speed internet connection and a workspace that is free from distractions, disruptions, or noise are required.

• Must be able to appear on camera during work-related trainings, meetings, and/or events.

• Capability to sit or stand at a desk for extended periods while working on a computer is essential.

🏝️ Benefits

• Paid Time Off (PTO)

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) with matching contributions

• Comprehensive Employee Assistance Program (EAP)

• Wellness program