Real-Time Workforce & Call Center Analyst

Customer Service; Richardson (TX); On-site; USD 48,000 - 86,000; Full time

Job summary

HCSC is seeking a professional to review and manage real-time intraday workforce management for front or back office functions. You will analyze reporting to boost caller experience, manage work queues, and drive frontline staff performance to optimize overall call center activity.

Travel is required for this role. The compensation ranges from $47,500 to $86,000 depending on skills, experience, and location.

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 analyze reporting to improve caller experience and work queue management.
• Manage front line production staff performance to optimize back office and call center activity.
• Ability to travel.

Skills

Interpersonal skills

Organizational skills

Analytical skills

Problem solving

Written and verbal communication

Education

Bachelor degree

4 years of business experience

Tools

Workforce Management software

Scheduling

Performance tracking

Reporting

Job description

HCSC is seeking a professional to review and manage real-time intraday workforce management for front or back office functions. You will analyze reporting to boost caller experience, manage work queues, and drive frontline staff performance to optimize overall call center activity.

Travel is required for this role. The compensation ranges from $47,500 to $86,000 depending on skills, experience, and location.