Resource Management Analyst

HCSC • Richardson, TX

6h • Hybrid

About The Position

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. Job Summary This position is responsible for reviewing and managing real-time/intraday workforce management of front or back-office functions supporting IL Medicaid. 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.

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.
• Knowledge and experience with ACE
• 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.

Responsibilities

• Reviewing and managing real-time/intraday workforce management of front or back-office functions supporting IL Medicaid.
• 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.

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
• annual incentive bonus plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level