Remote Real-Time Workforce Optimization Analyst

HCSC Group; Richardson (TX); On-site; USD 48,000 - 86,000; Full time

Job summary

HCSC is seeking a Resource Mgmt Analyst to oversee real-time intraday workforce management for front or back office functions and to analyze reporting to boost caller experience and staff performance.

The role requires reviewing workloads, optimizing queue management, and supporting back-office and call center operations, with travel flexibility as needed. Bachelor degree or 4 years of related business experience is required, with WFM software experience preferred.

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.
• Bachelor degree (preferred).
• Experience with Workforce Management software (scheduling, performance tracking, reporting).
• 2 years of experience in Workforce Management planning in a contact center with at least 50 employees.

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 to optimize back office and call center activity.
• Ability to travel.

Job description

HCSC is seeking a Resource Mgmt Analyst to oversee real-time intraday workforce management for front or back office functions and to analyze reporting to boost caller experience and staff performance.

The role requires reviewing workloads, optimizing queue management, and supporting back-office and call center operations, with travel flexibility as needed. Bachelor degree or 4 years of related business experience is required, with WFM software experience preferred.