Absence Workforce Analyst
About ComPsych
ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.
Job Summary
ComPsych® Corporation is the world’s largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
The Absence Workforce Analyst will provide management and oversight of the daily call center phone activity to assure the highest level of efficiency and service delivery.
The Absense WFA must have strong attention to detail, creative staffing strategies, customer service experience, commitment to quality, and be comfortable working in a structured fast-paced call center environment. The Absence WFA will work in collaboration with the WFM team and report to the Absence Workforce Manager.
Primary Responsibilities
- Monitor real-time queue and adherence to ensure SLA and response times are met. Evaluating peaks in customer interaction volume to respond to any fluctuations
- Coordinate coverage and completion of real-time intra-day, daily, weekly, and monthly deliverables; including forecast, schedules, and reporting. Delivering all scheduled reports based on established deadline.
- Partner with staff, leaders, and peers to identify opportunities based on analysis of available data; translating into action plans for improved performance.
- Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within WFM by tracking attendance, attrition, agent readiness, and leave of absence.
- Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
- Generate reports to update management on performance, agent adherence, and production. Analyzing this data to provide recommendations for improvement
- Maintain a positive work environment that supports high performing teams, multi-skilled agents.
- Providing information to operational leaders on agent productivity and adherence
- Other duties as assigned
Job Qualifications
- Bachelor’s degree preferred, advanced degree a plus
- Experienced Workforce Management Analyst with Genesys knowledge is required
- Schedule availability from 7:30amCST – 09:30pm CST
- Proficient in Excel
- Effective written and verbal communication skills
- The ability to think critically by gathering information, evaluating options, and implementing the best solution
- Focus on achieving goal-oriented results
- Demonstrates flexibility on the job and a willingness to learn new methods, procedures or techniques
- Function as a team player, striving to learn and strengthen the team as a whole
- Demonstrate reliable and consistent attendance
Compensation and Benefits
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The salary range for this position is $47,000 - $67,000 USD. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
EEO
ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.
ComPsych Corporation 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 privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy 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 privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice.