ComPsych

Program Manager

• Manage the operational execution of customer health and well-being programs and products, rewards programs, wellness challenges, communications, and program enhancements.
• Coordinate customer projects including timelines, deliverables, approvals, testing, launch readiness, and ongoing program support.
• Manage customer and internal reporting requests, reporting enhancements, reporting audits, and dashboard reviews.
• Analyze customer engagement and health and well-being product data to identify trends, opportunities, and recommendations.
• Create reports, executive summaries, presentations, dashboards, and materials supporting customer reviews and leadership reporting.
• Support implementation and ongoing management of digital well-being solutions.
• Serve as the day-to-day operational lead for assigned vendor partnerships, including project coordination, issue resolution, enhancement tracking, and business reviews.
• Identify and implement opportunities to automate processes, improve workflows, and generate actionable insights using AI and emerging technologies.

Trainer

• Train all new hires on daily job responsibilities, internal processes, policies, procedures, and proprietary systems, and provide employment recommendations based on demonstrated competencies and performance during training.
• Independently develop, maintain, and continuously improve training curricula, materials, manuals, and learning resources to ensure accuracy, relevance, and effectiveness.
• Design, facilitate, and evaluate instructor-led and virtual training programs for new hires and existing staff using adult learning principles.
• Assess learner competency through observation, coaching, role-play, quality reviews, and performance evaluations, providing timely feedback and recommendations.
• Identify training and development needs through quality audits, performance trends, and monitoring activities, and develop targeted educational interventions to address performance gaps.
• Develop, coordinate, and facilitate ongoing education and professional development programs to enhance clinical knowledge, technical skills, and service quality.
• Maintain accurate training records, competency assessments, attendance, and documentation of employee progress.
• Evaluate training effectiveness using learner feedback, quality metrics, operational data, and performance outcomes, and implement improvements as needed.
• Provide ongoing coaching to new hires and employees to reinforce learning, improve performance, and support successful transition into their roles.
• Communicate effectively with managers regarding employee progress, development needs, competency assessments, and training recommendations.
• Maintain and update training manuals, job aids, and educational materials to reflect policy, procedural, regulatory, and system changes.
• Respond to team members and customer needs in a timely, professional, and collaborative manner to foster a positive team environment.
• Prioritize and organize workload to meet deadlines while managing multiple training initiatives and competing priorities.
• Collaborate with management, account management, quality, and operational leaders on client presentations, special projects, and initiatives that improve operational and clinical performance.
• Coordinate staff development seminars and educational initiatives that support ComPsych's quality standards, clinical excellence, and organizational objectives.
• Perform other duties as assigned.

Global Trainer – Behavioral Health

Full-stack Engineer

• 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.
• 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

Program Manager

Global Trainer – Behavioral Health

Senior Telecom Engineer – Genesys