Real-Time Workforce Optimization Analyst

Health Care Service Corp.; Richardson (TX); Hybrid; USD 48,000 - 86,000; Full time

Job summary

Health Care Service Corporation is seeking a professional to review and manage real-time intraday workforce management for front and back office operations, and to analyze reporting that improves caller experience, queue management, and staff performance across the call center and back office.

The role may require travel and success relies on strong analytical thinking, communication, and collaboration with teams across the organization.

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

• Review and manage real-time intraday workforce management of front and back office functions.
• Review and analyze reporting to improve caller experience, work queue management and front line production staff performance to optimize back office and call center operational activity.
• Ability to travel.

Skills

Interpersonal skills

Organizational skills

Analytical problem solving

Written and verbal communication

Customer service experience

Education

Bachelor degree or 4 years of business experience

Tools

Workforce Management software

Job description

Health Care Service Corporation is seeking a professional to review and manage real-time intraday workforce management for front and back office operations, and to analyze reporting that improves caller experience, queue management, and staff performance across the call center and back office.

The role may require travel and success relies on strong analytical thinking, communication, and collaboration with teams across the organization.