BPO Wellness Manager

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.

• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.

• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.

• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

DUTIES AND RESPONSIBILITIES

Stakeholder and Vendor Management

• Own and act as the Point-of-Contact and Subject Matter Expert of Enshored’s Employee Well-Being Program and effectively communicate the program’s results to clients. Advocate for employee well-being and engagement within the organization, influencing senior leadership and decision-makers to prioritize these initiatives.

• Proactively work with Operations, Human Resources and other functions, as well as all relevant stakeholders, in the design and implementation of the Wellbeing Program Strategy. Leverage stakeholder support to drive participation and resource allocation in favor of wellbeing and engagement programs.

• Collaborate with Procurement in defining external mental health vendor service agreements and other contractual documents with final terms and conditions to ensure that business requirements are aptly captured and translated for the selected external vendor.

• Responsible for communicating directly with the mental health provider’s POC(s) and stakeholders for appropriate intervention strategies as aligned with the Enshored’s contractual obligations to clients.

• Present wellbeing program information to clients, as requested

• Represent the wellbeing team in site leadership meetings

Strategy Development and Implementation

• Conduct thorough assessments to identify employees’ well-being and engagement needs through surveys, focus groups, and direct feedback. Analyze existing organizational data to understand trends and pinpoint areas requiring intervention.

• Develop measurable goals for wellbeing and engagement initiatives that align with the organization’s overall strategic objectives.

• Create comprehensive well-being programs that address physical, mental, and emotional health, such as physical exercises, mental health workshops, and stress reduction activities.

• Collaborate with Operations and HR Employee Relations on developing and updating policies that support employee well-being and engagement. Ensure that policies are inclusive and cater to diverse employee needs.

Program Development and Management

• Launch and manage wellbeing projects, ensuring they are delivered effectively and meet predefined objectives.

• Create detailed implementation plans, including timelines, milestones, and responsibilities for each wellbeing and engagement program. Ensure that all aspects of the programs are organized and executed efficiently.

• Promote programs actively to ensure high levels of employee engagement and participation.

• Work with Operations Officers in coordinating activities, events, and workshops, managing logistics and communication to maximize program participation.

• Design and facilitate advanced and more complex (leadership, customized) wellness sessions and initiatives

Data Reporting and Analysis

• Collect and analyze data on program outcomes using metrics such as participation rates, employee feedback, and performance improvements. Conduct regular evaluations to measure the impact of programs on employee well-being and engagement.

• Analyze the key data points and metrics necessary to assess the effectiveness of well-being and engagement programs, such as program participation, employee engagement scores, absenteeism, and productivity levels.

• Create detailed reports and manage dashboards that provide insights into the effectiveness of wellbeing and engagement programs. Highlight key findings, trends, and areas for improvement.

• Provide regular updates to senior management and relevant stakeholders on the progress and outcomes of wellbeing and engagement initiatives. Provide actionable recommendations for enhancing wellbeing and engagement. Based on data insights, identify opportunities for new initiatives or modifications to existing programs.

• Compare organizational data against industry benchmarks and standards to gauge program effectiveness. Identify and incorporate best practices into the organization’s well-being and engagement strategies.

Wellbeing Team Management

• Oversee end-to-end Wellbeing activities of Enshored sites (Bytedance account), managing a team of wellbeing coaches and vendor clinicians

• Ensure wellbeing group sessions are facilitated weekly, or as required

• Ensure 24/7 coverage of the site/s and that coaches and clinicians are available per shift and scheduling sessions with teammates

• Conduct weekly scheduled 1:1 sessions with coaches and team meetings to review goals and expectations, caseload management, group activities planned, outreach programming, challenges, wins and clinical case reviews

• Evaluate and reviews emergency/crisis plans prepared by the Coaches and ensures proper endorsement/referral to mental health professionals

• Onboard new coaches within and outside their teams to ensure global program standards are maintained in the department

• Provide continuous professional development opportunities for coaches through internal and external training (when available/appropriate)

• Develop self by proactively seeking programs and learning opportunities within and outside the company and finds ways to teach and transfer same skill to the team.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Excellent communication skills and strong people skills

• Demonstrated experience in designing and facilitating learning sessions on subjects pertaining to mental health and wellbeing to a diverse audience

• Highly empathetic, with high emotional and social intelligence

• Service-oriented and self-motivated

• Expert in self-care and relaxation techniques, and implements them in daily life

• Strong self-management skills

• Ability to build strong relationships in a dynamic work environment

• Maintain calmness and composure in crisis and emergency situations

• Open to feedback and constructive criticism

• Bachelor's/College degree in Psychology, masters degree in Clinical or Counselling Psychology, Social Work or Guidance & Counseling is an advantage

• Certification in Psychological & Mental Health First Aid or Mental Health First Response required

• 3+ years of working experience in a progressive capacity in the Wellness/Wellbeing field, Healthcare Industry or both, excluding internships

• Proven experience in developing and maintaining relationships with key internal and external stakeholders

• With experience in a BPO set-up is preferred.

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.