Absence Workforce Analyst

ComPsych

Absence Workforce Analyst at ComPsych providing management and oversight of call center activities. Ensuring service delivery and efficiency for customer interactions in mental health services.

Posted 7/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $47,000 - $67,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Workforce Management, including real-time monitoring, data analysis, and reporting to enhance team performance and adherence. Proficient in utilizing Genesys and Excel to manage schedules, agent profiles, and operational metrics effectively.

Highest-signal resume keywords

Workforce Management AnalysisGenesys KnowledgeData Analysis and ReportingExcel ProficiencyEffective Communication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementData AnalysisReport GenerationSchedule CoordinationAgent Profile Management

Soft Skills

Critical ThinkingTeam CollaborationFlexibilityGoal-Oriented FocusEffective Communication

Tools & Technologies

GenesysExcel

Industry Keywords

SLACustomer Interaction VolumeAttendance TrackingAgent AdherenceProcedural Documentation

About the role

Key responsibilities & impact

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 deadlines.
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

Requirements

What you’ll need

Bachelor’s degree preferred, advanced degree a plus
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.

Benefits

Comp & perks

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