Resource Management Analyst
Health Care Service Corporation•Springfield, IL
•$41,700 - $92,800•Onsite
About The Position
This role is responsible for reviewing and managing workforce management of back office functions. The Resource Management Analyst reviews and analyzes reporting to improve caller experience, work queue management and front line production staff performance management to optimize back office and call center operational activity.
Requirements
- 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.
Nice To Haves
- Bachelor degree.
- Proficiency with Excel.
- 2 years of experience in Workforce Management planning in a contact center.
- Ability to travel.
Responsibilities
- Review and manage workforce management of back office functions.
- Analyze reporting to improve caller experience.
- Analyze reporting to improve work queue management.
- Analyze reporting to improve front line production staff performance management.
- Optimize back office and call center operational activity.
Benefits
- Health and wellness benefits
- 401(k) savings plan
- Pension plan
- Paid time off
- Paid parental leave
- Disability insurance
- Supplemental life insurance
- Employee assistance program
- Paid holidays
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
