Consulting Manager leading Cayenta utility and municipal CIS implementations for Harris. Managing consultants, budgets, client relationships, delivery methodology, and go - live execution.
About the role
- Workforce Manager optimizing Genesys Cloud staffing, routing, and payroll for ComPsych’s global mental health and well-being services. Supporting a remote, 24/7 behavioral health contact center.
Responsibilities
- 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
- 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
- Statutory paid leave and public holidays
- Employer-sponsored health and social insurance contributions (where applicable)
- Employee wellbeing programs
- Access to Employee Assistance Programs (EAP)
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