ComPsych

Data Analyst

• Develop and maintain dashboards and reports using Power BI and other analytics tools
• Build and support datasets, queries, and data models to meet operational reporting needs
• Own and maintain a standard suite of recurring operational reports and performance summaries for leadership and operations teams
• Partner with Operations teams to understand reporting requirements and deliver actionable insights
• Translate data into clear, concise outputs for both technical and non-technical stakeholders
• Adapt and maintain reporting solutions in alignment with evolving enterprise data strategy and infrastructure
• Identify opportunities to improve reporting processes and enhance data accessibility
• Validate data accuracy and ensure consistency across reporting outputs
• Support enhancements to reporting frameworks, metrics, and KPI definitions
• Collaborate with IT, data teams, and other stakeholders on data availability and integration

Counselor

• Provides in person short-term EAP counseling sessions for employees; apply previous social work and counseling experience
• Coordinates with site contacts to participate in health fairs, enrollment and health promoting activities
• Provides training and Lunch-and-Learns on behavioral health issues
• Participates in behavioral health awareness campaigns
• Provides strategy support on program service delivery satisfaction and issue resolution
• Provides management consultations and support for behavioral health issues
• Provides on-site critical incident debriefings, if indicated
• Other duties as assigned

Onsite EAP Counselor

• Works closely with the organization’s Health and Wellness Benefits team to promote the wellbeing program
• Consults with leadership regarding mental health and work-related issues
• Participates in behavioral health awareness campaigns
• Provides short-term EAP counseling via multiple modalities (e.g., in-person, telephone, video); supports organization outreach to encourage access to counseling services
• Manages client caseload independently in terms of scheduling and communicating with clients in-between sessions as appropriate
• Tracks and documents clinical services in a professional manner
• Provides cross referrals other offered wellbeing resources and benefits as appropriate
• Provides orientations on program services to employees
• Provides training and Lunch-and-Learns on mental/behavioral health topics
• Supports mental health-related content development for employee communications and events
• Provides management consultations and support for substance use and behavioral health issues
• Provides virtual and/or on-site critical incident debriefings
• Provides support to employees upon return to work post disability/leaves
• Participates in health fairs, enrollment and health promoting activities
• Other duties as assigned

Onsite Staff Counselor

Administrative Assistant

• Provide administrative assistance to the Absence Customer Success department
• Take detailed meeting minutes, organize and schedule meetings, draft agendas, and other administrative functions as requested
• Support the team with creating data visuals, presentations, printing, and preparing any communication materials
• Deliver clear and concise messages
• Write and distribute emails , correspondence memos, letters etc.
• Listen attentively and ask the necessary questions to confirm understanding for notes
• Perform data entry in Microsoft Excel, Confluence, and other computer applications
• Liaise with executive and other administrative assistants to handle requests and queries from other managers/internal departments
• Run routine reports using specific software (e.g., spreadsheets, reporting tools) based on pre-defined parameters and create basic reports and summaries from the generated data
• Share reports with relevant personnel and answer basic questions about the data
• Establish and maintain strong working relationships with team members
• Provide on-site support for events, including setup, coordination, and day-of logistics
• Take responsibility for special projects as requested
• Perform other duties as assigned.

Administrative Assistant – Absence

• Works closely with the organization’s Health and Wellness Benefits team to promote the wellbeing program
• Consults with leadership regarding mental health and work-related issues
• Participates in behavioral health awareness campaigns
• Provides short-term EAP counseling via multiple modalities (e.g., in-person, telephone, video); supports organization outreach to encourage access to counseling services
• Manages client caseload independently in terms of scheduling and communicating with clients in-between sessions as appropriate
• Tracks and documents clinical services in a professional manner
• Provides cross referrals to other offered wellbeing resources and benefits as appropriate
• Provides orientations on program services to employees
• Provides training and Lunch-and-Learns on mental/behavioral health topics
• Supports mental health-related content development for employee communications and events
• Provides management consultations and support for substance use and behavioral health issues
• Provides virtual and/or on-site critical incident debriefings
• Provides support to employees upon return to work post disability/leaves
• Participates in health fairs, enrollment and health promoting activities
• Other duties as assigned

Staff Counselor

Manager

• Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists.
• Establish clear performance expectations, career development plans, and ongoing coaching practices.
• Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance.
• Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance.
• Lead post-mortem reviews for forecast variances, staffing events, and operational disruptions, implementing corrective actions and process improvements.
• Maintain WFM dashboards and reporting cadences, delivering actionable insights to senior leadership.
• Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions.
• Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions.
• Troubleshoot escalated telephony and queue configuration issues while serving as the internal subject matter expert for Genesys.
• Establish governance standards, change management processes, SOPs, and technical documentation for all platform changes.
• Manage integrations between Genesys and third-party systems to ensure data integrity and operational continuity.
• Deploy and optimize AI-driven capabilities including predictive routing, agent assist, voicebots, sentiment analysis, and auto-summarization.
• Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience.
• Monitor emerging CCaaS and AI technologies, developing business cases and recommendations for future investments.
• Ensure accurate integration of telephony data into forecasting, scheduling, adherence, and analytics platforms.
• Translate platform capabilities into operational improvements for scheduling, workforce planning, and employee engagement.
• Own the strategy, configuration, and optimization of the Centrical platform for coaching, gamification, and agent engagement.
• Establish governance standards and best practices for performance management and coaching workflows.
• Evaluate and implement new platform capabilities that improve employee engagement and operational outcomes.
• Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives.
• Communicate technical and operational insights effectively to executive and non-technical stakeholders.
• Represent the function in enterprise modernization and operating model transformation initiatives.
• Build and maintain strategic vendor relationships with Genesys, Centrical, and related technology partners.
• Other duties as required.

Senior Manager – Genesys Cloud Workforce Management

Business Analyst

• Own, maintain, and continuously improve the contact center Power BI reporting ecosystem: dashboards, data models, pipelines, and KPI frameworks.
• Build and manage Power BI REST API integration with Genesys Cloud to automate data ingestion and reduce manual extraction.
• Embed AI-driven insights into dashboards -surfacing anomalies, trends, and recommendations directly in executive reporting views.
• Establish and enforce a data dictionary and reporting standards; ensure every metric presented to leadership is defined, documented, and validated.
• Own the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needs.
• Audit all existing WFM and operational reporting for accuracy and integrity: identify undocumented anomalies, incorrect logic, and unvalidated assumptions (e.g., abandonment rate exclusion windows, schedule adherence calculation gaps).
• Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution.
• Partner with WFM team, Team Leaders, and Genesys Administrators to validate data at the source and ensure consistency across reporting layers.
• Build and maintain data quality monitoring, including proactive alerting when key metrics fall outside expected ranges.
• Develop deep expertise in contact center planning and forecasting models, become the go-to resource for capacity planning data, volume trend analysis, and staffing scenario modeling.
• Build analytical frameworks that support forecasting accuracy reviews, staffing efficiency analysis, and SLA performance tracking.
• Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning.
• Analyze queue performance, agent adherence, and real-time operational data to surface actionable intelligence for leadership.
• Identify and eliminate manual reporting processes and build automated pipelines that free WFM and operations teams from ad hoc data assembly.
• Design and implement reporting automation using Power BI, Power Automate, and Genesys data APIs aiming for outputs to be ready for executive consumption without manual intervention.
• Evaluate and recommend new analytics tools, AI capabilities, and integration opportunities that advance the function's data maturity.
• Other duties as needed.

Business Analyst, Analytics and Automation

Engineer

• Design, implement, and maintain Genesys Cloud CX solutions
• Configure and manage IVR systems, ACD, and Workforce Management tools
• Monitor system performance and provide technical support
• Collaborate with cross-functional teams
• Develop and execute test plans for new releases
• Provide end-user support and training
• Keep abreast of new trends in the contact center industry
• Document all system configurations and updates
• Participate in on-call rotations
• Implement and support audio/video conferencing hardware and software
• Manage domestic and international telecommunications vendors

Senior Genesys Telecom Engineer

• Lead, coach, and develop a team of WFM analysts, schedulers, real-time analysts, and telephony specialists
• Establish clear performance expectations, career development plans, and ongoing coaching practices
• Build forecasting and capacity planning models across all contact center channels to support staffing and SLA performance
• Monitor and improve forecasting accuracy, staffing efficiency, adherence, occupancy, and service level performance
• Own the Genesys Cloud platform strategy, roadmap, configuration, and optimization across all supported business units and regions
• Design and maintain complex contact center routing strategies including IVR flows, omnichannel routing, skills-based routing, priority queues, overflow logic, and callback solutions
• Lead self-service and automation initiatives that improve containment rates, reduce live agent demand, and enhance customer experience
• Partner with Operations, HR, IT, Finance, Product, Analytics, and Compliance teams on workforce strategy and contact center technology initiatives

• Own, maintain, and continuously improve the contact center Power BI reporting ecosystem: dashboards, data models, pipelines, and KPI frameworks
• Build and manage Power BI REST API integration with Genesys Cloud to automate data ingestion and reduce manual extraction
• Embed AI-driven insights into dashboards -surfacing anomalies, trends, and recommendations directly in executive reporting views
• Establish and enforce a data dictionary and reporting standards; ensure every metric presented to leadership is defined, documented, and validated
• Own the analytics roadmap: prioritize, design, and deliver new reporting capabilities in alignment with Director and leadership needs
• Audit all existing WFM and operational reporting for accuracy and integrity: identify undocumented anomalies, incorrect logic, and unvalidated assumptions
• Investigate operational data anomalies end-to-end: root cause identification, stakeholder communication, and resolution
• Develop deep expertise in contact center planning and forecasting models, become the go-to resource for capacity planning data, volume trend analysis, and staffing scenario modeling
• Identify and eliminate manual reporting processes and build automated pipelines that free WFM and operations teams from ad hoc data assembly
• Design and implement reporting automation using Power BI, Power Automate, and Genesys data APIs aiming for outputs to be ready for executive consumption without manual intervention
• Support WFM Senior Manager and team with data-driven inputs for scheduling optimization and workforce planning

Business Analyst, Analytics – Automation

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
• Participate in on-call rotations to support critical system functions outside regular business hours as needed.
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
• Promotes standards and procedures.
• Manage domestic and international telecommunications vendors.
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
• Manage contact center reporting and other related tasks.
• Configuration, administration, and maintenance of the RightFax platform.
• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues.
• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting.

Account Manager

• Oversee and influence the overall customer satisfaction and profitability of assigned customers
• Implement and manage the effective delivery of your customers' programs including communication strategies, customer training, issue resolution and utilization reporting
• Demonstrate a thorough understanding of your customers' business, human capital and benefits concerns
• Retain and grow your book of business by meeting customer satisfaction ratings and identifying upselling opportunities
• Exercise independent judgement in assessing customer needs, identifying service gaps, and recommending appropriate solutions to enhance overall customer experience and engagement
• Manage complex customer issues and escalations, coordinating with cross-functional teams and utilizing independent judgement to determine solutions that balance customer needs and internal considerations
• Appropriately position ComPsych's value proposition with beneficial solutions to meet your customers' needs
• Establish and build strong working relationships with ComPsych’s business leaders and team members
• Identify and advance process improvements, knowledge sharing, and operational efficiencies to enhance overall service delivery
• Travel as necessary to meet with new and existing customers (approximate travel required is 25%)
• Remote Account Manager will work remotely from the state of TX

Account Manager – Behavioral Health

• Conduct a comprehensive assessment of the clients’ presenting issues
• Establish a treatment plan aimed at resolving identified issues
• Facilitate a referral to long-term treatment and/or community resources when clinically appropriate
• Maintain a caseload of 8 sessions per day of 45 minutes each (60 minutes in total with 15 minutes provided for documentation)
• Utilize brief, solution-focused interventions to resolve the clients’ presenting issue
• Ensure safety for clients who present at risk to harm self/others
• Ensure that all clients are properly referred to long-term treatment, when clinically appropriate, utilizing their benefit plan and/or community resources
• Maintain up-to-date documentation for all client contacts in the ComPsych system per established procedures and processes
• Continually strengthen professional knowledge base through review of trends related to telehealth counseling, effective treatment modalities, and evidence-based interventions
• Other duties as assigned.

Telehealth Counselor

• Provides goal oriented in-person and telehealth EAP counseling utilizing brief, solution-focused interventions to clients presenting with various clinical symptoms, stressors, and severity of symptoms.
• Maintains a caseload of assigned clients, primarily individual therapy, with occasional requests for couples therapy.
• Delivers quality and effective counseling services in a manner that promotes positive outcomes and client satisfaction.
• Provides culturally competent care to diverse clients (age, gender identity, sexual orientation, race/ethnicity, disability status, etc.).
• Ensures safety for clients who present at risk to harm self/others; able to conduct effective risk assessments and safety plans.
• Continually strengthens professional knowledge base through review of trends related to effective treatment modalities, evidence-based interventions, and other areas of clinical expertise development.
• Manages client caseload independently in terms of scheduling follow-up appointments and communicating with clients in-between sessions as appropriate.
• Other duties as assigned.

Staff EAP Counselor

• Provide goal oriented in-person and telehealth EAP counseling utilizing brief, solution-focused interventions to clients presenting with diverse concerns and symptoms
• Provide culturally competent care to diverse clients (age, gender identity, sexual orientation, race/ethnicity, disability status, etc.)
• When appropriate, conduct risk assessment, safety planning, and crisis stabilization
• Deliver quality and effective counseling services in a manner that promotes positive outcomes and client satisfaction
• Maintain a full caseload of adult clients primarily participating in individual therapy, with occasional requests for couples therapy
• Manage client caseload independently in terms of scheduling follow-up appointments and communicating with clients in-between sessions as appropriate
• Actively strengthens professional knowledge base through review of trends related to effective treatment modalities, evidence-based interventions, and other areas of clinical expertise development