Call Center Workforce Manager

March 22

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ComPsych

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ComPsych is a leading global provider of employee assistance programs (EAP), wellness and mental health services, and work-life programs. The company focuses on improving employee well-being and organizational health through various support systems and resources tailored for various workplace environments.

HR Services • Online Services • Critical Incident Services • Global Services • Employee Assistance Program (EAP)

1001 - 5000 employees

Founded 1984

🤝 B2B

⚕️ Healthcare Insurance

🧘 Wellness

📋 Description

• Reporting to the Vice President, Behavioral Health Operations • Essential to the successful operation of Behavioral Health contact center operations • Involves strategic workforce forecasting and planning • Day-to-day oversight of shifts, schedule adherence and service level results • Management of Genesys Telephony pathing and agent set-up • Collaborate with department leaders on capacity planning/forecasting • Create workforce schedules to meet service level requirements • Oversight of shift coverage, trades, absences, PTO • Monitor shrinkage and schedule adherence • Real-time management of performance guarantee and queue results • Investigation of improvement opportunities along with response to queries from account management and customers • Oversight of staff productivity results • Subject matter expert on telephony system • Generate key reports focused on contact center queue and people performance • Develop and maintain expertise in modern telephony technology • Participate in call monitoring and calibration sessions • Participate in after business hours on-call rotation if necessary • Focus on continuous improvement both in process and technology

🎯 Requirements

• At least 5 years multi-channel contact center experience • Minimum 3 years supervisory or management experience • Proficient in contact center forecasting and telephony systems • Proficient in forecasting methodologies • At least 2 years experience with Genesys Telephony system particularly in queue design, workforce management systems and telephony reporting • Experience in forecasting multi-channel queue volumes and staffing • Very strong attention to detail, prioritization, and organization skills • Strong analytical skills • Experience in NLP and AI applications is preferred • Self-starter with ability to multi-task and work autonomously • Exceptional teamwork and communication skills • Proficient in Microsoft Office suite including Microsoft Excel

🏖️ Benefits

• Full benefits package • Paid Time Off (PTO) • Medical insurance • Dental insurance • Vision insurance • 401(k) with match • Robust EAP • Wellness program • Much more