Senior Workforce Planning Analyst - HealthSpring
About The Position
The Sr. Workforce Planning Analyst is responsible for supporting workforce management and operational planning activities for customer service operations within HCSC’s HealthSpring line of business. This role plays a key part in the annual budgeting process, workload forecasting, capacity planning, and supplier resource management to ensure optimal staffing levels and service performance. Key responsibilities include monitoring real-time operational performance, optimizing resource utilization, developing and maintaining workforce measurement tools and reporting processes, and supporting data-driven decision-making. The position also oversees business continuity and staff reallocation planning, while coordinating and scheduling all off-phone activities across the customer service organization to ensure operational efficiency and service excellence.
Requirements
- Bachelor degree and 2 years of experience analyzing workforce data and making scheduling recommendations on staffing OR 6 years of experience analyzing workforce data and making scheduling recommendations on staffing.
- Experience with Workforce Management software
- Interpersonal and organizational skills.
- Analytical and problem solving skills.
- Clear and concise written and verbal communication skills.
- PC experience to include Word, Excel, and PowerPoint.
Nice To Haves
- Experience with NICE IEX and Variant Operations Manager software.
- Experience building and maintaining workforce forecasting models.
- Advanced proficiency with Excel to include (pivot tables, VLOOKUP, macros, SQL).
- Ability to develop executive reporting dashboards and present data to senior leadership.
- Ability to travel.
Responsibilities
- Supporting workforce management and operational planning activities for customer service operations.
- Playing a key part in the annual budgeting process, workload forecasting, capacity planning, and supplier resource management.
- Monitoring real-time operational performance.
- Optimizing resource utilization.
- Developing and maintaining workforce measurement tools and reporting processes.
- Supporting data-driven decision-making.
- Overseeing business continuity and staff reallocation planning.
- Coordinating and scheduling all off-phone activities across the customer service organization.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
