Workforce Management Analyst: Call Center Optimization

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

Job summary

HCSC in Richardson, TX is seeking a Workforce Management professional to review and manage real-time intraday operations across front and back office functions. You will analyze reports to improve caller experience, queue management, and frontline performance to optimize overall contact center activity.

Some travel may be required. Ideal candidates bring a bachelor degree or 4 years of business experience, 2 years in claims or customer service, and strong analytical, organizational, and

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 or back office functions.
• Reviewing and analyze reporting to improve caller experience and work queue management.
• Improve frontline production staff performance to optimize back office and call center operations.
• Ability to travel.

Skills

Interpersonal skills

Organizational skills

Analytical skills

Problem solving

Written communication

Verbal communication

Education

Bachelor degree

Tools

Workforce Management software

Job description

HCSC in Richardson, TX is seeking a Workforce Management professional to review and manage real-time intraday operations across front and back office functions. You will analyze reports to improve caller experience, queue management, and frontline performance to optimize overall contact center activity.

Some travel may be required. Ideal candidates bring a bachelor degree or 4 years of business experience, 2 years in claims or customer service, and strong analytical, organizational, and