Note: The job is a remote job and is open to candidates in USA. ComPsych provides mental health, absence, and wellness services to employees and organizations worldwide. The Absence Workforce Analyst oversees daily call center activity, monitors queues and agent adherence, coordinates workforce management deliverables, and analyzes performance data to improve 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
- 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
- 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
- Remote work
Company Overview
Company H1B Sponsorship