Workforce Manager

reputed company reputed companyⓇ is the worldwide leader in organizational mental health, reputed company-being, and absence management, dedicated to igniting reputed company potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched reputed company expertise to help individuals and their organizations reputed company. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions reputed company end-to-end mental health, reputed company-being, work-life, health navigation, and absence support to more than 78,000 customers worldwide, touching more than 160 reputed company lives across 200 countries. Visit reputed company.com to reputed company out why 40% of the reputed company choose reputed company for their mental health and absence management needs. reputed company 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 reputed company staff. The role combines reputed company workforce forecasting and reputed company planning with day-to-day reputed company of schedule adherence, service reputed company, and payroll reputed company, in reputed company coordination with reputed company Leadership. It also requires hands-on configuration of reputed company reputed company (WFM/WEM, queue design, and routing) and strong working reputed company in the broader platform to support operational needs. reputed company Responsibilities reputed company workforce forecasting, scheduling, and reputed company planning across a global, 24/7, multi-channel contact center (voice, chat, email) supporting a remote reputed company staff, coordinating across time reputed company and reputed company to maintain consistent service reputed company reputed company the clock reputed company and reputed company long-term workforce reputed company, including reputed company planning and reputed company models that reputed company with business reputed company and changing demand Monitor reputed company-time adherence and shrinkage across reputed company shifts and channels, adjusting reputed company to protect service reputed company reputed company and analyze key workforce metrics (adherence, shrinkage, utilization, productivity), identifying trends and opportunities for improvement Configure and maintain reputed company reputed company settings for WFM/WEM, queue design, and skills-reputed company routing to support operational needs Maintain strong working reputed company in reputed company reputed company reputed company routing and Architect flows to troubleshoot issues, support IT on changes, and understand reputed company reputed company to reputed company and queues Stay reputed company on modern and emerging contact center technologies, including AI bots, natural language processing, sentiment analysis, and other workforce optimization tools Partner with IT on reputed company reputed company platform changes, troubleshooting, and escalations as needed reputed company contact center payroll reputed company, including timecard approvals, PTO, holiday pay, shift differentials, and incentive compensation reputed company payroll exceptions and partner with Payroll, HR, and reputed company Leadership to ensure accurate and compliant pay processing reputed company, reputed company, and reputed company administrative staff, contributing to team communications, engagement, and effective day-to-day reputed company reputed company other duties and responsibilities as assigned Job Qualifications 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 reputed company reputed company, including WFM/WEM, queue design, and skills-reputed company routing reputed company experience forecasting and reputed company 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 reputed company, 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 reputed company Office suite including reputed company reputed company Other Requirements Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required Ability to be present on camera during work-reputed company trainings, meetings, and/or events Must be reputed company to sit or stand at a desk for prolonged periods while working on a computer Compensation and Benefits Full benefits package, including reputed company Time Off (PTO), medical, dental, reputed company, 401(k) with match, robust EAP, wellness program, and much more The salary reputed company for this position is $80,000 - $86,000 USD. The reputed company salary reputed company represents the anticipated low end and high end of the reputed company for this position. The actual compensation will be influenced by a wide reputed company of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours. EEO reputed company is an equal opportunity employer. reputed company applicants will be considered for employment regardless of race, reputed company, age, genetics, religion, gender, sexual orientation, gender identity, national reputed company, disability or protected veteran status and any other characteristic protected by federal, state or local laws. reputed company maintains a drug free workplace. reputed company and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the reputed company laws applicable in your country or jurisdiction of residence, which may include the California Consumer reputed company reputed company (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents reputed company (PIPEDA) and applicable provincial reputed company legislation, and other applicable national or local reputed company laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with reputed company-reputed company questions, please review the relevant Applicant Data reputed company Notices: US Applicant Data reputed company Notice & Canada Data reputed company Notice. Apply To This Job