Absence Workforce Analyst

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $47k - $67k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

⚕️ Healthcare Insurance

🧘 Wellness

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Full benefits package • Paid Time Off (PTO) • medical, dental, vision • 401(k) with match • robust EAP • wellness program