Resource Mgmt Analyst

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

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. We are a drug-free and smoke-free workplace. Employment may be contingent upon successful completion of drug screening in accordance with applicable law.