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.
It also requires hands-on configuration of Genesys Cloud (WFM/WEM, queue design, and routing) and strong working fluency in the broader platform.

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.
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, track key workforce metrics, and configure Genesys Cloud settings for WFM/WEM, queue design, and skills-based routing.

Job Qualifications:

Bachelor’s degree required, with at least 5 years multi-channel contact center experience and 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, with strong analytical and organizational skills.

ComPsych

ComPsych is the worldwide leader in organizational mental health, well-being, and absence management, igniting human potential in workplaces globally. For over 40 years, we have combined technology with human expertise, serving more than 78,000 customers worldwide and touching over 160 million lives across 200 countries.

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