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 FMLA Workforce Analyst (PM) will provide management and oversight of the daily call center phone activity to assure the highest level of efficiency and service delivery.

The FMLA WFA (PM) 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 FMLA WFA (PM) will work in collaboration with the FMLA Workforce Analyst (AM) and report to the FMLA Workforce Manager.

• 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

• Bachelor’s degree required, advanced degree a plus
• Experienced Workforce Management Analyst with Genesys knowledge is required
• Work evening schedule (PM) from 01:00pm – 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

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• Competitive pay with annual increases

EEO

ComPsych celebrates diversity and 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.