Real-Time Workforce Analyst – Call Center Optimization

HCSC Group; United States; Remote; USD 48,000 - 86,000; Full time

Job summary

HCSC is seeking a professional to manage real-time intraday workforce planning for front and back office operations. You will review reports to boost caller experience, optimize work queues and improve frontline staff performance. Travel may be required.

The ideal candidate has a Bachelor’s degree or 4 years of business experience, with experience in claims or customer service, and strong analytical and communication skills.

Qualifications

• Bachelor degree or 4 years of business experience.
• 2 years of experience in a claims or customer service.
• Interpersonal and organizational skills.
• Analytical and problem solving skills.
• Clear and concise written and verbal communication skills.

Responsibilities

• Reviewing and managing real-time/intraday workforce management of front or back office functions.
• Reviewing and analyzing reporting to improve caller experience, work queue management and frontline staff performance.
• Aim to optimize back office and call center operational activity.

Skills

Analytical thinking

Problem solving

Interpersonal skills

Organizational skills

Clear communication

Education

Bachelor's degree

Tools

Workforce Management software

Job description

HCSC is seeking a professional to manage real-time intraday workforce planning for front and back office operations. You will review reports to boost caller experience, optimize work queues and improve frontline staff performance. Travel may be required.

The ideal candidate has a Bachelor’s degree or 4 years of business experience, with experience in claims or customer service, and strong analytical and communication skills.