Resource Mgmt 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

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

This Position Is Responsible For Reviewing And Managing Real-Time/Intraday Workforce Management Of Front Or Back Office Functions. Reviewing And Analyze Reporting To Improve Caller Experience, Work Queue Management And Front Line Production Staff Performance Management To Optimize Back Office And Call Center Operational Activity. Ability To Travel.

Required Job 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.

Preferred Job Qualifications:

• Bachelor degree.
• Blue Chip experience.
• 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.
• Ability to travel.

Compensation: $47,500.00 - $86,000.00

Exact compensation may vary based on skills, experience, and location

HCSC Employment Statement:

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.