Resource Management Analyst - REMOTE

Health Care Service Corporation•Helena, MT

1d•Remote

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 office contact center functions supporting Group Member Services. Creating reports and analyzing data 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.
Experience with Workforce Management software including NiCE IEX and Aceyus (scheduling, performance tracking, reporting)
2 years of experience in Workforce Management planning in a contact center with at least 50 employees.
Proficient in Excel.
Ability to read and write queries with SQL.
Prior experience in Health Insurance or Health Care.

Responsibilities

reviewing and managing real-time/intraday workforce management of front office contact center functions supporting Group Member Services.
Creating reports and analyzing data to improve caller experience
work queue management and front line production staff performance management to optimize back office and call center operational activity.