Note: The job is a remote job and is open to candidates in USA. ComPsych is the worldwide leader in organizational mental health, well-being, and absence management. 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.
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
Skills
- 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
- Bachelor's degree preferred, advanced degree a plus
Benefits
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
Company Overview
Company H1B Sponsorship